Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
권호 표지
DOI QR코드

DOI QR Code

The Effect of Service Quality of Economy Hotels Through Mediating Customer Satisfaction on Re-visit Intention - Focused on Home Inn in China

경제형 호텔의 서비스품질이 고객만족을 매개로 재방문의도에 미치는 영향 - 중국 Home Inn을 대상으로

  • Wang, Jing (Graduate School of Business Administration, Inha University) ;
  • Kim, Youn Sung (College of Business Administration, Inha University)
  • Received : 2019.07.24
  • Accepted : 2019.08.19
  • Published : 2019.12.31
Download PDF
⟨ Previous Next ⟩

Abstract

Purpose: This research is the impact of service quality of Economy Hotels on customer satisfaction and Re-visit Intention in China. It reviews the empirical theories about Economy Hotels at home and abroad, based on SERVPERF, combines with the actual situation of China's Economy Hotels, and then constructs based on the research results at home and abroad. In the subfactor of service quality, "recovery" is added, and the relationship model between the service quality of Economy Hotel, customer satisfaction and Re-visit Intention is designed, in which the mediated effect of "customer satisfaction" between the service quality's subfactor and Re-visit Intentio is explored. Methods: 334 questionnaires were distributed to the check-in guests of three Home Inns in China's first-tier cities (ShangHai,BeiJing,ShenZhen), of which 300 were valid for data analysis. Result: The data analysis results show that the Economy Hotels' subfactor of service quality have a positive impact on customer satisfaction and Re-visit Intention, and customer satisfaction also plays an mediated effect. (partial mediation: tangible, reliability, recovery; full mediation: responsiveness, assurance, empathy) Conclusion: The research puts forward the enlightenment points for the development of Economic Hotels through the differences in the development emphasis and service quality between Economic hotels and other types of hotels, so as to improve the satisfaction and market competitiveness of China's Economic hotels through the research results.

Keywords

References

  1. Baron, R. M., and Kenny, D. A. 1986. "The moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, strategic, and Statistical Considerations." Journal of Personality and Social Psychology 51:1173-1182. https://doi.org/10.1037/0022-3514.51.6.1173
  2. Bies, R. J., and Moag, J. S. 1986. "Interactional Justice: Communication Criteria of Fairness." Research on Negotiation in Organizations 1:43-55.
  3. Boulding, W., Kalra, A., Staelin, R., and Zeithaml, V. A. 1993. "A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions." Journal of Marketing Research 30:7-27. https://doi.org/10.1177/002224379303000102
  4. Bao, Gong Min. 2008. "Analysis of the Objective Image and Perceived Quality on the Influence of Tourists." Future Behavioral Intention 27:103-108.
  5. Cronin, J. J., and Taylor, S. A. 1992. "Measuring Service Quality: A Reexamination and Extension." Journal of Marketing 56:55-68. https://doi.org/10.1177/002224299205600106
  6. Devaraj, S., Matta, K. F., and Conlon, E. 2001. "Product and Service Quality: The Antecedents of Customer Loyalty in the Automotive Industry." Production and Operations Management 10(4):424-439. https://doi.org/10.1111/j.1937-5956.2001.tb00085.x
  7. Eugene W. A., and Mary W. S. 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms." Marketing Science 2(2):125-143.
  8. Fornell, C. 1992. "A National Customer Satisfaction Barometer: The Swedish Experience." Journal of Marketing 56:6-21. https://doi.org/10.1177/002224299205600103
  9. Feng, Dong Ming. 2006. "Budget Hotels: Development Strategy." Travel Journal 7:58-62.
  10. Fang, Yu Tong. 2014. "How does Service Quality Affect Customer Behavior Intention? -- The Mediating Effect of Perceived Value and Customer Satisfaction." Ningbo Radio and Television University 1:41-49.
  11. Garvin, D. A. 1984. "What Does Product Quality Really Mean." Sloan Management Review 6(25):43.
  12. Gronroos, C. 1988. "Service Quality: The Six Criteria of Good Perceived Service Quality." Review of Business 9:10-13.
  13. Gilbert, D., Arnold. 1989. "Budget Hotels." Leisure Management 9(2):15-23.
  14. Gu, H. M., and Ryan, C. 2011. "Ethics and Corporate Social Responsibility-An Analysis of the Views of Chinese Hotel Managers." International Journal of Hospitality Management 30:875-885. https://doi.org/10.1016/j.ijhm.2011.01.008
  15. Howard,A., and sheth, J. N. 1969. "The theory of Buyer Behavior." Journal of Business 34: 109-123.
  16. Hoffman, K. D., Kelly, S. W., and Rotalsky, H. M. 1995. "Tracking Service Failure and Employee Recovery Efforts." Journal of Service Marketing 9:49-61. https://doi.org/10.1108/08876049510086017
  17. Haemoon, O. 1999. "Service Quality, Customer Satisfaction and Customer Value: A Holistic Perspective." International Journal of Hospitality Management 18(1):67-82. https://doi.org/10.1016/S0278-4319(98)00047-4
  18. Han, X. Y.,and Wang, C. X. 2003. "The Relationship Between Customer Satisfaction and Loyalty in Service-oriented Enterprises" Tsinghua University 4:70-79.
  19. Hackman, D., Gundergan, S. P., Paul, W., and Kerry, D. 2006. "A service erspective on modelling intentions of on-line purchasing." Journal of Services Marketing 20:459-470. https://doi.org/10.1108/08876040610704892
  20. He, Shu Ming. 2008. "The Basic Connotation of Budget Hotel." Journal of Hefei University 25(4):106-108. https://doi.org/10.3969/j.issn.1672-920X.2008.04.023
  21. Han, Y. D., and Zhao, A. X. 2010. "Market Structure and Strategy Analysis of Budget Hotels in China." China journal of commerce 13:86.
  22. Juwaheer, T. D., and Ross, D. L. 2003. "A study of Hotel Guest Perceptions in Mauritius." International Contemporary Hospitality Management 15(2):105-115. https://doi.org/10.1108/09596110310462959
  23. Kotler, P.1997. "Marketing Management: Analysis, Planning, Implementation and Control." Upper Saddle River, NJ : Prentice Hall.
  24. Kim, Jin Yeong. 2003. "Impacts of Brand Personality through Customer's Emotion on Satisfaction, Trust and Loyalty in Restaurant Industry." Graduate School, Sejong University.
  25. Kim, Gi Tak. 2006. "The Influence of Service Quality and Attitude on Repurchase Intention in University Sport Center." Korean Journal of Sport Science 17(4):83-92.
  26. Kim, S. H., Choi, S. M., and Kwon, S. M. 2009. "The Effect of Customer Perception of the Physical Environments of Hotel Restaurants on Emotional Reaction, Customer Satisfaction, Repurchase Intention and Recommendation Intention." Tourism Research 23(4):81-99.
  27. Kim, Jeong U. 2011. "Influence of Service Quality on Customer Satisfaction and Revisit Intention by Coffee Shop Brand : Focused on Starbucks and Caffe bene." Information industryGraduateSchool,ChungwoonUniversity.
  28. Kim, Ju Hyang. 2012. "Impact of Consumption Experiences and Emotions on Customer Satisfaction and Repurchase Intention of Hotel Restaurant Customers." Graduate School, Kyunghee University.
  29. Kwon, Seo Na. 2012. "Relation Among Service Quality of Golf Course, CS, Loyalty & Intent to Revisit." The Korean Society of Sports Science 21(1):391-403.
  30. Lee, Yeong Jae. 1999. "A Study on the Effect of Service Orientation on Customer Loyalty in the Tourist Hotels." Graduate School, Kyonegi University.
  31. Li, Hua Dong. 2006. "Development Status and Countermeasures of Beijing Economy Hotels." Enterprise Vitality 7:32-33.
  32. Liang, Hui. 2007. "Preliminary Study on the Chain Management Support System of Chinese Economy Hotels." Modern Commercial Industry 5:19-20.
  33. Liu, Jie. 2007. "Study on the Evaluation and Control System of Hotel Service Quality -- A Case Study of Five Sar Hotels in Dalian." Graduate School, Dongbei University of Finance and Economics.
  34. Li, Jun Hua. 2010. "An Empirical Study on Service Quality and Customer Satisfaction of Star Hotels in Yanbian Area." Graduate School, Yanbian University.
  35. Liu, Fei. 2012. "The Effect of selected attribute of Economic Hotel on Customer satisfaction and revisitation intention : Focusing on Shanghai Economic Hotel in China." Graduate School, Kyunghee University.
  36. Maxham, James, G. 2001. "Service Recovery's Influence on Consumer Satisfaction, Positive Word-of-mouth, and Purchase Intentions." Journal of Business Research 54:11-24. https://doi.org/10.1016/S0148-2963(00)00114-4
  37. Oliver, and Richard, L. 1999. "Whence consumer loyalty?" Journal of Marketing 63:33-44. https://doi.org/10.1177/00222429990634s105
  38. Parasuraman, A., Valaric, A., Zeithaml, V., and Berry, L. L. 1985. "A Conceptual Model of Service Quality and It's Implications for Future Research." Journal of Maketing 49:41-50. https://doi.org/10.1177/002224298504900403
  39. Parasuraman, A., Valaric, A., Zeithaml , V., and Berry, L. L. 1985. "SERVQUAL: A multiple-item Scale for Measuring Consumer Perceptions of Service Quality." Journal of Retailing 64(1):12-40.
  40. Park,Jung Hwan. 1996. "A study on the Assessments of Hotel Services." Graduate School, Donga University.
  41. Pratibha, A. D., C. David, S., and Dayle, I. T. 2000. "A Comprehensive Framework for Service Quaiity: An Investigation of Critical Conceptual and Measurement Issues Through a Longitudinal study." Journal of Retailing 76(2):39-173.
  42. Peng, Qing zhe. 2008. "SWOT Analysis and Strategy Selection for Developing Budget Hotels." Hunan Higher College of Taxation 21:23-25.
  43. Park, S. H., and Sul, J. D.2009. "Relationships Among Service Quality, Customer Satisfaction, Customer Intention to Revisit in Golf Training Facility." The Korean Society of Sports Science 36(1):53-62.
  44. Park, Kyeon Ho. 2010. "An Empirical Study on the Relation among Service Quality, Customer Value, Customer Satisfaction and Intention of Recommendation: A Case Study of Deluxe Hotel." Tourism Research 25(5):209-229.
  45. Park, S. S., and Zhang, Q. 2017. "The Research about The Service Quality And Customer Behavior Intention of Chinese INN Hotel." Korean-Chinese Social Science Studies 15(2):133-157. https://doi.org/10.36527/KCSSS.15.2.6
  46. Quest, M. 1983. "Is There a Future for Low-tariff UK Hotel." Caterer&Hotel keeper 8(7):56-63.
  47. Qi, Jian hua. 2006. "Preliminary Study on the Development Strategy of Budget Hotels in China." Journal of Beijing Economic Management Cadre Institute 21(1): 68-71.
  48. Qiu, Miao miao. 2009. "Hotel Recovery Based on Customer Loyalty." Graduate School, Ocean University of China.
  49. Rust, R. T., and Williams, D. C.1994. "How Senghth of Patronage Affects he Inspect of Customer Satisfaction on Repurchase Intention Journal of Consumer Satisfaction." Dissatisfaction and Complaining Behavior 7:107-113.
  50. Richard A, S., Spreng B, M., and Richard W. O. 1996. "A Reexamination of the Determinants of Consumer Satisfaction." Journal of Marketing, 60(3):15-32. https://doi.org/10.2307/1251839
  51. Schweikhart, S. B., Strasser, S., and Kennedy, M. R. 1993. "Service Recovery in Healthy Service Organizations." Hospital and Healthy Service Administration 38(1):3-21.
  52. Spreng, R. A., MacKenzie, S. B., and Olshavsky, R. W. 1996. "A Reexamination of the Determinants of Consumer Satisfaction." Journal of Maketing 60(6):15-22. https://doi.org/10.2307/1251839
  53. Sun, Xiao jing. 2003. "Budget Hotels are in the Ascendant." East China News 10.
  54. Song, Fu li. 2009. "Analysis on the Influencing Factors of Customers' Repeat Purchase Intention in Budget Hotels." Journal of Tourist college of Zhejiang 6:17-22.
  55. Van D. L., Graham, J., and Dienesch, R. 1994. "Organisational Citizenship Behavior: Construct Redefinition, Measurement, and Validation." Academy of Management Journal 37(4):765-802. https://doi.org/10.5465/256600
  56. Wei, Fu xiang. 2003. "Empirical Study of the Among Customer Perceived Service Quality. Customer Satisfaction and Repurchase Intentions." Journal of Tianjin University of Commerce 23(1):21-25. https://doi.org/10.3969/j.issn.1674-2362.2003.01.006
  57. Wu, Jun wei. 2006. "On the Development of Chinese Economy Hotel." Mall Modernization. 4:198-199.
  58. Wang, Na. 2007a. "Brief Analysis of Chinese Economy Hotel." Business Intelligence 12:28.
  59. Wang, xin. 2007b. "Thoughts on the Development of Economical Hotels in Xuzhou." Jiangsu Business Theory 4:87-83.
  60. Wang, Shu zhen. 2008. "The Current Political Research on the Influence of Service Quality of Hotel Industry on Customers' Repeat Purchase Intention." Graduate School, Jilin University.
  61. Wang, H., Sun, Y. F., and Ge, J. Y. 2009. "Customer Satisfaction Survey of High Star Hotels in Kunming." Tourism Economy 17:66-67.
  62. Wang, Zi Wen. 2017. "A study on the Relationship of Economy Hotel Service Quality, Customer Satisfaction and Behavioral Intention: Case of Economy Hotel Consumers in China." Graduate School, Kangwon University.
  63. Xu, Yan ping. 2006. "Study on Problems and Countermeasures of Budget Hotels." Enterprise Economy 1:101-103.
  64. Xu, Lin Dong. 2017. "The Impact of Star Hotel Service Failure, Service Recobeby and Customer Satisfaction on Onrepurchase Intention." Graduate School, Yanbian University.
  65. Yin, Yu Chan. 2016. "An Empirical Study on the Influence of Cybershop ServiceQuality on Customer Repurchase Intention." Graduate School, South China University of Technology.
  66. Zemke, R.,and Bell, C. 1990. "Service Recovery:Doing it Right the Second Time." Training (New York, N.Y.) 27(6):42-48.
  67. Zeithaml, V. A., Berry, L. L., and Parasuraman, A. 1996. "The Behavioral Consequences of Service Quality." Journal of Marketing 60(2):31-46. https://doi.org/10.2307/1251886
  68. Zou, Y. M., and Chen, Y. W. 2003. "A Preliminary Study on the Management Mode of Economical Hotels in China." Business Research 22:158-161.
  69. Zhang, Xue Ming. 2004. "On the Development of Budget Hotels." Journal of Suzhou Vocational University, 2:37-38.
  70. Zou, Liang Jie. 2007. "Analysis on the Industry Environment of Developing Budget Hotels in Yunnan province." Journal of Baoshan Normal College 4:30-32.
  71. Zhang, Hong zi. 2012. "Empirical Study on the Impact of Service Quality of Budget Hotels on Customer Satisfaction under the Multi-level Service Quality Model." Graduate School, Dongbei University of Finance and Economics.
  72. Zhu Lian. 2013. "Study on the Influence of Service Quality of Budget Hotels on Customer Satisfaction." Graduate School, Hunan University.
  73. Ministry of Culture and Tourism of China. www.mct.gov.cn/.
  74. China Hospitality Association. www.chinahotel.org.cn/.