Academic literature on the topic 'Quality service of non-star hotel'
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Journal articles on the topic "Quality service of non-star hotel"
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Julita, Julita, Rachelle Rachelle, and Rachel Quinella. "ANALISIS PENGARUH SERVICE QUALITY TERHADAP BRAND LOYALTY DAN IMPLIKASINYA TERHADAP REPURCHASE INTENTION PADA HOTEL BINTANG 5 DI JAKARTA PUSAT." Jurnal Bangun Manajemen 1, no. 2 (2022): 46–52. http://dx.doi.org/10.56854/jbm.v1i2.66.
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There are more 5-star hotels in Central Jakarta compared to other areas in DKI Jakarta, therefore the purpose of this study is to determine the effect of service quality on brand loyalty and its implications for repurchase intention at five-star hotels in Central Jakarta. This study uses a survey method and data collection is carried out on every respondent who has stayed at a 5-star hotel in Central Jakarta. The sample used in this study amounted to 260 respondents using convenience sampling technique. The data analysis technique was carried out using Partial Least Square (PLS) with the Structural Equation Modeling (SEM) equation model with the aim of testing the collected data. Then the findings from this study are in 5-star hotels in Central Jakarta, service quality has an influence on brand loyalty which is the tendency of hotel guests to use and will continue to buy products or use services from the same 5-star hotel for a certain period of time because of the strong relationship. nurtured. And from the influence of service quality on brand loyalty in 5-star hotels, it has implications for repurchase intention as a form of hotel guest behavior who gives a positive response to 5-star hotels where hotel guests stay and intends to revisit or consume services received from the hotel. the 5 star.
 
 Keywords: 5-star hotels, service quality, brand loyalty, repurchase intention
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Rajaguru, Rajesh, and Najmeh Hassanli. "The role of trip purpose and hotel star rating on guests’ satisfaction and WOM." International Journal of Contemporary Hospitality Management 30, no. 5 (2018): 2268–86. http://dx.doi.org/10.1108/ijchm-01-2017-0044.
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PurposeThis paper aims to understand how guests’ trip purpose and hotel star rating influence the effects of the value for money perceived at hotels and service quality on guest satisfaction and word of mouth (WOM) recommendation.Design/methodology/approachUsing TripAdvisor, 25 Singaporean hotels were randomly selected for the study, which yielded hotel reviews from 2,040 respondents. Hierarchical and logistic regression analysis was conducted to investigate the relationships proposed in the study.FindingsResults indicate significant differences between leisure and business guests’ perception of value for money and service quality at hotels with various star ratings. While perceived value for money and service quality were found as significant predictors for both leisure and business guests’ satisfaction and WOM, the effects were moderated by the hotel star rating. Despite the significant effect of hotel star rating on guest satisfaction, the study found no significant relationships between hotel star rating and WOM for leisure and business guests.Practical implicationsThe findings suggest that managers in the hotel industry should understand the purpose of guests’ trip and offer services based on their expectations. As the star rating of a hotel creates certain expectations for both leisure and business guests, providing an appropriate level of services and assuring value for money in accordance with the hotel rating contributes to guest satisfaction and WOM recommendation.Originality/valueThis study contributes to the hospitality literature by investigating how hotel star rating moderates the relationship of value for money and service quality on leisure and business guests’ satisfaction and WOM recommendation.
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Pandiangan, Saut Maruli Tua, Penny Chariti Lumbanraja, Pretty Luci Lumbanraja, Josua Alexander Gultom, and Mohammad Anwar LC. "Effect of Service Quality on Hotel Guest Loyalty with Hotel Guest Satisfaction as an Intervening Variable in Five-Star Hotel." April-May 2024, no. 43 (May 29, 2024): 33–41. http://dx.doi.org/10.55529/jsrth.43.33.41.
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The tourism sector is one of the sectors that supports regional and national income. The tourism sector includes hotels, tourist attractions, and other sectors that support the tourism sector. Tourism has an important role in increasing the country's foreign exchange by increasing the number of tourists. The hotel becomes a company managed by the owner by providing services and facilities and is paid according to the services received without special approval. Hotels are used as an alternative accommodation that is sought after by immigrants, therefore hotel prices are very influential in attracting tourists. The purpose of this research is to analyze effect of service quality on hotel guest loyalty with hotel guest satisfaction as an intervening variable in Five-Star Hotel. The approach in this research is a quantitative approach. Population in the study were guests at Five-Star Hotel in Medan City. Sampling technique in this research carried out through purposive sampling. Sample in this study were guests who had stayed at least twice at Five-Star Hotel in Medan City. The number of samples in this study based on the Slovin formula was 100 respondents. Hypothesis testing in this research uses path analysis. The research results show that service quality has a significant effect on hotel guest satisfaction in Five-Star Hotel. Service quality has a significant effect on hotel guest loyalty in Five-Star Hotel. Hotel guest satisfaction has a significant effect on hotel guest loyalty in Five-Star Hotel. Service quality has a significant effect on hotel guest loyalty through hotel guest satisfaction in Five-Star Hotel.
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Saputra, Panji, Ruth Sama Dortina Hutabarat, and Feri Ferdian. "Guest Satisfaction to Stay in The Hotel Industry: The Antecedent Factors Investigation." Jurnal Manajemen Pelayanan Hotel 7, no. 1 (2023): 462. http://dx.doi.org/10.37484/jmph.070124.
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Customer satisfaction is the level of customer satisfaction, desire, or positive perception of the product, service, or experience they receive. This reflects the extent to which customers are satisfied with the product or service they purchased. The purpose of this study was to examine the effect of service quality on customer satisfaction in the hotel non-star Padang mediated by ambient conditions. This study used quantitative research with a causal associative approach. Data was obtained by distributing questionnaires directly to guests staying in the hotel non-star Padang so that a total sample of 112 respondents from a population of 7 in the hotel non-star Padang were obtained with a Likert scale. The data analysis technique uses Partial Least Square Structural Equation Modeling. Most of the respondents are between 21-30 years old. with 60.71% of respondents. This study found that service quality is an important factor in increasing ambient conditions and customer satisfaction in the hotel non-star Padang. Meanwhile, ambient conditions did not affect customer satisfaction in the hotel non-star Padang. Although service quality is an important factor in customer satisfaction, the results of the analysis show that ambient conditions as mediated factors do not have an effect on service quality and customer satisfaction in the hotel non-star Padang. Keywords: Service Quality, Ambient Condition, Customer Satisfaction
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Lkhamtseden, Badarch, Baljinnyam Enkhtuya, Ulziibayar Zulbayar, and Mijiddorj Altanshagai. "CUSTOMER SATISFACTION OF HOTEL SERVICES \Case study Mongolian 4,5 star hotels\." ISIR Journal of Business and Management Studies (ISIRJBMS) 2, no. 3 (2025): 28–35. https://doi.org/10.5281/zenodo.15553899.
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<em>Mongolia’s tourism industry has fully recovered after the COVID-19 pandemic, with an increase in foreign tourists. New international hotel chains are also opening and providing services. Mongolia has started to classify hotels by star system according to the new standard adopted in 1998. The Mongolian Standard “Hotel Service Quality Rating and Basic Requirements” MNS 5927:2008, which regulates hotel business activities in the laws, regulations, programs, plans, resolutions and orders in force in the Mongolian Tourism Industry, is the only legal document and national rating system for determining service quality. This study covered 4 and 5-star hotels that meet the Mongolian Standard “Hotel Service Quality Rating and Basic Requirements” MNS 5927:2008. This research assessed the expectations and perceptions of service quality in Mongolia’s four and five stars hotels by applying a modified version of the SERVQUAL model. A convenient sample of 270 guests drawn from six 4, 5 star hotels was used in the analytical stage. It also examined the relationship between overall satisfaction levels and the five service quality dimensions reliability, responsiveness, assurance, empathy end tangibility. The findings indicated, as a whole that the hotel customers’ perceptions of service quality provided by the hotel industry were lower than their expectations and the gap between customers’ expectations and perceptions were significant.</em>
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Rismanto, Malik. "Analysis Influence Management Quality Service to Satisfaction Guests at Star Hotels." Hospitality Management and Operations Journal 1, no. 1 (2024): 1–9. https://doi.org/10.59261/hmoj.v1i1.1.
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In industry very good hospitality competitive , satisfaction visitor become factor the main thing that determines success and sustainability star hotel business . Quality the services provided by the hotel are very play a role in to form perception guests and, ultimately , determine level satisfaction they . Research This aiming For analyze influence various dimensions quality services , including reliability , assurance , responsiveness , empathy , and cleanliness , towards satisfaction guest at a star hotel post- COVID-19 pandemic. Research This use approach quantitative with design descriptive-analytic . Data collected through questionnaire distributed? to guests who have stay at several star hotels , with criteria sample use purposive sampling method . Data analysis was carried out use multiple linear regression For identify contribution of each dimension quality service to satisfaction guest . Research results show that all dimensions quality service own influence significant to satisfaction guest , with cleanliness as the most dominant factor post-pandemic , followed by reliability and responsiveness . Dimensions empathy and reassurance also contribute , but with more value? low compared to factor cleanliness . This result indicates importance improvement quality services in the area of cleanliness and speed response in management strategy hotel services for fulfil expectation more and more guests high . Research This give guide for star hotels in strengthen Power competition through management quality optimal service .
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Park, Hyun Jung. "The Structural Relationship among Service Quality, Customer Satisfaction and Continuance Intention for Hotel Self Service Technology(SST)." Convergence Tourism Contents Society 8, no. 3 (2022): 21–36. http://dx.doi.org/10.22556/jctc.2022.8.3.21.
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Purpose: The self-service technology of Hotel has been expanded.This study attempted to provide theoretical & practical implications for improving the service quality for self service technology of hotel by empirically, and analyzing the structural relationship of hotel customer’s service quality for self service technology with customer satisfaction and continuance intention. Methods: For an empirical research, an online survey was conducted on customers who have visited & stayed 3-star or 4-star hotels in Seoul for the past two years. A total of 213 questionnaires were used for empirical analysis. For analysis, SPSS 20.0 and AMOS 22.0 programs were used. Results: Reliability, convenience, joyfulness, and information quality of SST service quality had a significant positive(+) effect on customer satisfaction. And control, information quality of SST service quality had a significant positive(+) effect on continuance intention. Customer satisfaction plays a mediating role on the relationship between the reliability, convenience, joyfulness, information quality and continuance intention.. Conclusion: In order to increase customer satisfaction with the self service technology(SST) provided by the hotel and to ensure that hotel customers continue to use SST, reliability, convenience, joyfulness, and information quality of the hotel SST should be strengthened. In addition, it is necessary to develop the related technologies so that hoel customers can use the self service technology of hotels more conveniently and stably.
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Wong, Elise, S. Mostafa Rasoolimanesh, and Saeed Pahlevan Sharif. "Using online travel agent platforms to determine factors influencing hotel guest satisfaction." Journal of Hospitality and Tourism Technology 11, no. 3 (2020): 425–45. http://dx.doi.org/10.1108/jhtt-07-2019-0099.
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Purpose This study aims to investigate the relationships between service quality, perceived value and hotel guest satisfaction, drawing upon data from TripAdvisor – an online travel agent (OTA) platform. The study also investigates the mediating role of perceived value on the relationship between service quality and satisfaction, as well as the moderating role of hotel star ratings on all direct and indirect relationships. Design/methodology/approach Data for this study were collected via Web scraping from August–October 2018. Data were collected from 192 three- to five star-rated hotels in Kuala Lumpur, Malaysia. Partial least squares – structural equation modeling was used for data analysis. Furthermore, importance-performance map analysis (IPMA) was performed to identify the most important items of service quality and perceived value in improving customer satisfaction. Findings The findings of this study provide support for all direct and indirect relationships for three-star and four- and five-star hotels. Moreover, the results indicate that perceived value mediates the relationship between service quality and customer satisfaction. These results support the moderating role of hotel star ratings for the relationship between service quality and perceived value. The results also show that after perceived value, three-star hotels looking to improve customer satisfaction should prioritize improving the quality of their services, sleep quality, cleanliness and rooms. Four- and five-star hotels, on the other hand, should prioritize service, cleanliness, room and sleep quality. Originality/value OTA platforms collect a wealth of data pertaining to large number of hotels; nevertheless, few studies to date have drawn on this data to examine a pre-determined conceptual framework developed based on the literature. As such, this study makes a valuable methodological contribution to the tourism and hospitality literature. In terms of theoretical contributions, this study examines the mediating role of perceived value between service quality and satisfaction using OTA data. In addition, this study assesses the moderating role of hotel star ratings for the direct and indirect effects of service quality on satisfaction. Using IPMA, this study compares the importance and performance of service quality indicators to generate satisfaction between three-star and four- and five-star hotels.
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Chikosha, Felix, and Clever Vutete. "The Relationship between Hotel Rating and Customer Outcomes: Customer Perceived Service Quality and Customer Satisfaction." Greener Journal of Business and Management Studies 4, no. 4 (2014): 146–52. https://doi.org/10.15580/GJBMS.2014.4.062614282.
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In this present milieu, the need to improve service quality and customer satisfaction is considered substantial due to stiff competition between businesses. Service quality and customer satisfaction can easily define organisational success. The study scrutinises the relationship between hotel rating and the customer outcomes; service quality and customer satisfaction. In this research paper, the quantitative research approach was used. A total of 60 hotel guests were taken as respondents for each of the selected hotels. The data was collected through questionnaires with structured questions. Perceived service quality and customer satisfaction levels were recorded highest for Rainbow Hotel (5 star), followed by Holiday Inn Hotel (4 star) and then Crown Plaza Hotel (3 star). This implies a positive relationship between hotel ratings the customer outcomes. It is judicious to believe that upgrading service quality increase customer satisfaction and ultimately results in improved hotel ratings.
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Lkhamtseden, Badarch Ph.D, Ulziibayar Zulbayar, and Baljinnyam Enkhtuya. "SERVICE QUALITY IN 5 STAR HOTEL A case study hotel in Mongolia." ISIR Journal of Business and Management Studies (ISIRJBMS) 2, no. 1 (2025): 01–07. https://doi.org/10.5281/zenodo.14620614.
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<em>During the Covid years, the number of foreign tourists visiting Mongolia decreased and the tourism and hotel service industry stagnated. However, the number of foreign tourists is increasing due to the Mongolian government's policy to develop tourism, flexible visa solutions, international marketing, and the addition of direct flight routes. Previous research in the Hospitality Industry of Mongolia especially at accommodation service facilities was mainly focused on human resources aspects such as psychological problems, work conditions, incentives and career development, job satisfaction, job stress, and turnover intention. There is insufficient research related to the quality of hotel services and foreign guest satisfaction. Since 2017, large international hotel chains have started operating in Mongolia. The purpose of this exploratory study was to investigate and assess guest perceptions of service quality in 5-star hotels in Mongolia. A convenient sample of 285 guests drawn from four 5 star hotels was used in the analytical stage. This indicates significant differences between hotel guests’ expectations and their actual experiences, thus highlighting managerial implications. The findings indicated that the hotel customers' perceptions of service quality provided by the hotel industry were lower than their expectations and the gaps between customers’ expectations and perceptions were significant.</em>
Dissertations / Theses on the topic "Quality service of non-star hotel"
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Georgiou, Theocharis. "HRM : a driving force for service quality in five-star hotels in Cyprus." Thesis, Middlesex University, 2014. http://eprints.mdx.ac.uk/14389/.
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The purpose of this research activity was to investigate the issues surrounding hospitality HRM, specifically recruitment and selection, training and development and communication process, as well as quality of service, in order to increase customer satisfaction. The most important issues surrounding HRM and quality of service were investigated from three different perspectives; those of the employees, the customers and the hospitality professionals. The primary objective of my research was the development of awareness of effective HRM and quality of service in five-star hotels in Cyprus. Based on a review of related literature and information gathered from two focus group sessions (restaurant and front office employees), I also followed with quantitative research. I developed two questionnaires to collect data from hotel employees and hotel customers. Statistical research analysis was then implemented, such as means and frequencies analysis, cross tabulations in collaboration with chi-squares, Pearson correlation coefficient, factor analysis and finally regression analysis. Furthermore, qualitative research with semi-structured interviews were assigned and deployed for relevant and important hospitality professionals such as five-star hotel managers, HR directors, hotel executive directors, trade unions, hospitality consultants and so on. After a thorough analysis of all research findings I was able to clarify the issues surrounding HRM and quality of service in five-star hotels in Cyprus in relation to how HRM and quality of service can be improved. The proposed recommendations and suggestions summary, which act as a quality assurance mechanism via HRM sustainability and effectiveness, aims to enhance HRM and quality of service effectiveness in five-star hotels in Cyprus. Thus employee and customer satisfaction and loyalty are established and eventually increase the success of five-star hotels. The cornerstone of the developed recommendations and suggestions summary rests on the foundation that successful and effective HRM and quality of service in five-star hotels, is based on the commitment of all stakeholders involved.
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Prudík, Jiří. "Model metropolitní optické sítě." Master's thesis, Vysoké učení technické v Brně. Fakulta elektrotechniky a komunikačních technologií, 2008. http://www.nusl.cz/ntk/nusl-217666.
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The purpose of this master’s thesis is foremost to provide a simple guide how to build elements of optical metropolitan area network. The basic model consists to sequence of construction, network topology, passive and active parts. The collection contains examples of alternative technology such as Wireless LAN with different frequency. The optical network construction based on optical cable, fibres, splices, trays, adapters, connectors and active parts for example a lot of media convertor models. After that there are demonstrating type of wavelength division multiplexer used in metropolitan area network – passive planar PCL splitter. One of the passive planar splitter are used to increase optical fibre channel. At the end of the collection a simplified examples of used measurements – optical time domain reflectometry and optical fibre transmission. Contains standard protocols or reflectogram. The conclusion of this thesis summarizes costs of FTTb (Fibre To The Building) model of optical metropolitan area network in Czech republic and future contribution for society.
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CHEN, PING-YI, and 陳品怡. "Hotel Service Quality and Customer Satisfaction: Perspectives of Taiwan Star Rated System." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/p6g679.
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碩士<br>大仁科技大學<br>休閒事業管理研究所<br>102<br>With the increase of tourists’ consumption capacity and changes in their life style, their demands for different levels of sightseeing services have been improved, so it has become one important consideration for hotel industries to provide diversified selections and high-standard service qualities. In January 2008, the Tourism Bureau under the Ministry of Transportation and Communications promoted the Star Hotel Rating System, in order to integrate the overall service standards of Taiwan’s hotel industries. By using the star levels to represent the facilities and service qualities offered by a hotel, it provides demand criteria and references for different consumer groups. To learn the actual implementation of the system in Taiwan and whether it benefits the actual profits and service quality promotion for tourists, this study explored the service quality of Taiwan’s star-rated hotels and consumers’ satisfaction degree.
The study adopted questionnaire survey and purposive sampling, with tourists of the five grades of star-rated hotels as research objects. All 365 questionnaires were recycled, in which 332 pieces were valid and 33 invalid, with the effective recovery rate of 90%. The recycled data are analyzed via SPSS statistical software; besides, it also used importance-performance analysis for the point analyses of expected service and perceived services, showing significant correlation between the expected services and perceived services. Moreover, from the analysis on consumers’ satisfaction degree to hotels of different star grades, it finds consumers’ expected services are all higher than their actual perceived feelings, indicating a lower satisfaction degree of consumers to the service quality of star-rated hotels, which may result in negative experiences.
The conclusions and suggestions provided in the study are expected to provide references for governments and hotel industries, hoping them to cooperate and continuously promote the quality of Taiwan’s service industries and tourism competitiveness.
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CHIA-HUA, YAO, and 姚家華. "Constructing Assessment Indicators of Facility and Service Quality of Five-Star Hotel." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/86610017474572798954.
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碩士<br>崇右技術學院<br>經營管理研究所<br>104<br>Abstract
Title : Constructing Assessment Indicators of Factility and Service Quality
Of Five-Star Hotel
Pages : 98
School :Chungyu Institute of Technology
Department : Graduate Institute of Bussiness Administration
Time : May,2016
Degree : Master
Researcher : Yao Chia-Hua
Advisor : Shu-Ching Hsu Ph.D.;Zhi-Wei Qiu Ph.D.
Keywords : Analytic Hierarchy Process (AHP), Delphi Method, Five-Star
Hotels, Quality of Service.
This research is to construct equipment and service quality
evaluation indices to provide business operators of five-star hotels with the
basis for improving the quality of equipment and services. This research
uses the technique proposed by Murry & Hammons in 1995 of using the
Delphi and Delphi method to construct the official expert questionnaire, as
supplemented by Thomas Saaty in his 1971 proposed program-level
analysis process (AHP). Experts of industry, government officials, and
professors identified four important facets that characterize the facilities
and quality of service shared by five-star hotels, listed here in order of
importance: "Environment and facilities", "product quality”," the quality of
human interrelationships", and “diversification of services”. These analyses
and study results will be provided to the business operators of five-star
hotels as an aid for making decisions to enhance the future quality of
facilities and services.
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Wang, Wu-Chuang, and 王武專. "The Study of Consumer Perception on Brand Value, Service Quality for Hotel Star Ratings." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/84658087459622849546.
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碩士<br>國立高雄應用科技大學<br>觀光與餐旅管理研究所<br>104<br>Star hotels stand for hotel quality and market positioning services benefit the overall level of hotel service, which provides a basis for consumers to choose hotels in order to meet consumers’ needs. Either local hotels or international hotels should be developed with irreplaceable advantages. With the promotion of Taiwan’s Tourism Bureau, the hotel star-rating system, divided into five levels for customers to choose from: five-star, four-star, three-star, two-star, and one star, makes Taiwan more competitive in hotel industry. With the hotel star ratings, consumers not only are confident to choose hotels, but guarantee the opportunities of hotels. However, can the official hotel star ratings system help customers choose hotels? Does customers’ cognition of star hotel brand affect their willingness of purchase? Therefore, the study aims to investigate if the service quality of a star-rating hotel meets the real needs of customers or not, and then provide the business strategy to promote quality of hotel services.
A total of 397 valid questionnaires were collected from Taiwan tourists, and the t-test, ANOVA, post-correlation analysis and regression analysis were used for the study. The study concludes the followings: (1) the domestic tourists realize the star hotels are highly credible to assist visitors to make market segment according to their own needs while choosing hotels; (2) the hotel star ratings not only enhance the positive image of the brand but affect the tourists’ willingness of purchase, especially for potential tourists; (3) with the hotel star ratings, the hotels can meet the requirements set by Tourism Bureau in terms of software and hardware facilities as well as service quality, and develop a service-oriented and high-quality accommodation to cultivate more professional capacity of service personnel; (4) the social background of the participants have a partial significant difference in hotel star ratings and brand image; (5) the hotel guests believe there is a relevance between hotel star ratings and hotel image; (6) the hotel guests think a hotel image and hotel star ratings are relevant; (7) the hotel star ratings has a partial positive significant impact on hotel service quality; (8) the hotel brand image has a partial positive significant impact on service quality. The study therefore suggests: (1) "brand image" and "market segmentation" are two major elements to establishing distinct characteristics of a hotel; (2) to strengthen the construction of customer relationship management for creating caring service hotel brands, and introduce innovative elements to hotel brands; (3) to enhance the functionality of the hotel brand to create a good reputation for quality service; (4) to establish a distinctive brand image and enhance caring service quality helps create a sense of dependence to hotel customers.
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ZHE, HE WEI, and 何維哲. "The Influence of the Implement Hotel Star Rating Evaluation to Service Quality and Customer Loyalty－A Case of E－DA Skylark Hotel and Royal Hotel." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/zcxdrq.
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碩士<br>大葉大學<br>休閒事業管理學系碩士班<br>102<br>This study focus on the relationships of service quality and customer loyalty in different rating evaluation between four-star hotel and five-star hotel, and explored the varieties of service quality and customer loyalty by different variables of personal background.
The research applied convenience sampling and questionnaires are used. Total sample are 600 questionnaires. All of them 417 are valid questionnaires. The reliability of service quality scale is .91 and reliability of customer loyalty scale is .93. Data processing applied descriptive analysis, factor analysis, independent samples t-test, one way ANOVA, correlation analysis and multiple regression analysis.
The findings showed that the different star rating evaluation will affect service quality. Service quality is also positively related to customer loyalty. Hence, the findings of research suggest that the manager must try to get higher star rating evaluation score and provide high quality of customer service. It will increase the customer loyalty as well as to build reputation with a more sustainable competitive advantage and create more profits.
Key Words: star rating evaluation, service quality, customer loyalty
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LIN, HUI-YAO, and 林暉堯. "The Impact of the Service Quality and the Experience Marketing on Repurchase Intention in Five-Star Resort Hotel." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/b5n69u.
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博士<br>國立暨南國際大學<br>國際企業學系<br>105<br>The national income is largely enhanced with the development of social economy in Taiwan; people therefore increase the disposable travel budget. In face of the boom and fierce competition of resort hotels in Taiwan, the businesses intend to cultivate long-term and loyal customers, but can hardly achieve it because of the characteristics of resort hotels. How to satisfy customers’ demands to enhance customer satisfaction and maintain existing customers for the word-of-mouth therefore becomes the key effort for resort hotels.
Taking the customers of five-star resort hotels in Kenting areas as the research subjects, 300 copies of questionnaire are distributed and collected on-site with random sampling. This study contains three research objectives of 1.verifying the correlation between service quality, experiential marketing and customer satisfaction, repurchase intention, 2.discussing the mediating effect of experiential marketing on the relation between service quality and customer satisfaction, and 3.discussing the mediating effect of customer satisfaction on the relation between experiential marketing and repurchase intention. Aiming at the research result, this study expects to propose management implications and suggestions for future research and customer management, as the reference for five-star resort hotels promoting the service quality, customer satisfaction, and repurchase intention.
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Wen-Jui, Wang, and 王文瑞. "Satisfaction Study on the Service Quality of Members Regarding Business Club in Five-Star Hotel in Taiwan Area." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/57001682029843750567.
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碩士<br>國立臺灣師範大學<br>運動與休閒管理研究所在職碩士班<br>94<br>Satisfaction Study on the Service Quality of Members Regarding Business Club in Five-Star Hotel in Taiwan Area
Autho：Wen-Jui, Wang
Thesis Advisor: Wen-Tseng, Chu.
Abstract
This study has employed questionnaire method. The main purpose of this study is primarily to appreciate the relationship of members toward club facilities versus service quality regarding business clubs in five-star hotels in Taiwan. The objects of this survey includes members of business clubs from six five-star hotels.
This study has made reference to the notion of service quality put forth by P.Z.B (1985), which has taken service quality considered as the gap between consumer and the service expectation and recognition. Reliability analysis and factor analysis are used to extract service quality factor and aspect, then t confirmation single factor variance analysis, Pearson relevancy analysis, and regression analysis are used to investigate consumption behavior of population statistic variables of club members and the relationship between service quality evaluation and integral service evaluation. In this study, the major results of the study are found as follows:
1. The service quality aspect of club members can be found in 5 aspects as professionalism, service and concern, facilities, trust and reliability, and safety and comfort.
2. Different population statistic variables among members share drastic outcomes with respect to service quality evaluation.
3. Members of different consumption behavior share drastic outcomes with respect to service quality evaluation.
4. There is prominent relationship between service quality evaluation to integral service evaluation.
According to the analysis of this research, all aspects of sales services indeed will affect the entirety evaluation of the services. It is necessary that we have to strengthen the services of all aspects to promote the quality of services. By this way we can make the business club sustainable operate.
Key words：Five-Star Hotel、Business Club、Service Quality、Satisfaction
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Ju, Jun-Ting, and 朱峻廷. "A Study of Applying Fuzzy Criteria Expert Decision-Making Method in the Service Quality Selection of Five-Star Tourist Hotel." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/s6we3j.
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博士<br>義守大學<br>資訊工程學系<br>105<br>The tourism industry is currently the world''s largest and most vibrant industry, the United Nations World Tourism Organization figures show that the tourism industry accounted for 11% of global production, and 2017 as the International Year of Sustainable Development. In the Taiwan tourism market in the quantitative change from qualitative change in the structure of the transition stage, China will become the occasion of tens of millions of tourism, the quality and value of the promotion is more important. Tourism industry continued strong growth at the same time, the domestic five-star international tourist number growth, since can not be ignored important international tourism quality indicators, Taiwan and international five-star tourist hotel development situation, in addition to start late, and has lost more Multi-market competitive advantage, and the need for a comprehensive view of the past in order to integrate with international quality, the future determined to be as Asia''s main tourist destination in Taiwan, must be international-class five-star tourist hotel growth and quality improvement, Taiwan international tourism quality improvement one of the important indicators.
In this study, we use FMCDM expert decision-making method to develop a set of expert decision-making model which can provide the best choice for government and domestic five-star tourist hotel. Special five-star tourist hotel service quality selection "as an example, to explore how different and limited variety of assessment environment, select the best quality service quality five-star tourist hotel. Will use the FMCDM theory, combined with the majority of expert opinion, given the appropriate assessment criteria of the weight and fuzzy number, after the integration evaluation, and then use the fuzzy TOPSIS method to sort, as the best selection of "five-star tourist hotel service quality selection" basis And reference.
The results of the study found that the eight participating hotels were ranked W4>W7>W8>W3>W5>W2>W6>W1 after the eight evaluation criteria were integrated by the six decision-makers. Best Choice Hotel.
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Chang, Yu-Jen, and 張佑任. "A Study of Appropriateness of Hotel Star Rating Service Quality Criteria on Motels–A Case Study of Motels in Kaohsiung." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/8j396c.
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碩士<br>國立高雄應用科技大學<br>觀光與餐旅管理研究所<br>104<br>In recent years, Taiwan's tourism industry has developed into products refining, services customizing, and staff professionalizing. As the traditional industries gradually transform and the demand for human resources for tourism increases, Hotel star-rating system becomes the necessary strategy for hotels in Taiwan to catch the trend and improve service quality to come up to international standards.From 2009, Taiwan begins to implement hotel star-rating system. Motels, as one of the most important and versatile sector of the hotel industry, have joined the rating system. However, due to its operational nature, motels find star rating service quality criteria create problems when they are applying the criteria.
To explore appropriateness of star rating service quality criteria on motels, this study, after identifying research topics and characteristics, the research applied the Delphi Method as data collecting method. The returned questionnaires and were measured and systematically analyzed. The study results find that certain dimensions of the star rating service quality criteria such as counter service, luggage service, and valet service, due to different operation procedure and nature from hotels, are unsuitable for motels. Finally, the study results could be taken as reference for reforming hotel star rating service quality criteria for motels.
Keywords: Hotel Star-rating System, Motel, Delphi Method
Books on the topic "Quality service of non-star hotel"
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Li, Tien-Sheng. The practical study of service quality in five-star international tourist hotels in Taipei. 1997.
Find full textBook chapters on the topic "Quality service of non-star hotel"
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Tuan, Nguyen Minh. "Factors Affecting the Quality of Lodging Services of 3 to 5 Star Hotels in Hanoi." In Contemporary Economic Issues in Asian Countries: Proceeding of CEIAC 2022, Volume 1. Springer Nature Singapore, 2023. http://dx.doi.org/10.1007/978-981-19-9669-6_39.
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Abdullah, Omar, Tahir Sufi, and Sanjeev Kumar. "Service Quality Perspective and Guest Satisfaction in Food and Beverage Outlets of Five-star Hotels of Delhi-NCR." In Technology and Social Transformations in Hospitality, Tourism and Gastronomy. CABI, 2023. http://dx.doi.org/10.1079/9781800621244.0006.
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Daskalaki, Eirini, and Denis Hyams-Ssekasi. "Examining the Occupational Stress Among Supervisors in the Hotel Industry." In Advances in Human Resources Management and Organizational Development. IGI Global, 2022. http://dx.doi.org/10.4018/978-1-6684-3937-1.ch015.
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The hotel industry has always been seen as vibrant, glamorous, and profitable. However, the novelty of working in the hotel industry is wearing off due to the demands and expectations from both the management and customers. The pressure to deliver high quality services and the expense to maintain the status quo in a hotel have become problematic. Employees are experiencing a wide range of issues including work related stress. Occupational stress as commonly known is one of the contributory factors connected to poor health, psychological and mental well-being. Using a qualitative data approach from 3-4-5-star hotels in Cyprus and the United Kingdom, the supervisors' pleasant demeanour shadowed by social, physical, and psychological issues is unveiled. By also unraveling occupational stress through the lenses of supervisors in the hotel industry, this study will help the hotel management to take appropriate action to address the occupational stress amongst employees which is a huge issue in the sector.
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Daskalaki, Eirini, and Denis Hyams-Ssekasi. "Examining the Occupational Stress Among Supervisors in the Hotel Industry." In Advances in Human Resources Management and Organizational Development. IGI Global, 2022. http://dx.doi.org/10.4018/978-1-6684-3937-1.ch015.
Full textAbstract:
The hotel industry has always been seen as vibrant, glamorous, and profitable. However, the novelty of working in the hotel industry is wearing off due to the demands and expectations from both the management and customers. The pressure to deliver high quality services and the expense to maintain the status quo in a hotel have become problematic. Employees are experiencing a wide range of issues including work related stress. Occupational stress as commonly known is one of the contributory factors connected to poor health, psychological and mental well-being. Using a qualitative data approach from 3-4-5-star hotels in Cyprus and the United Kingdom, the supervisors' pleasant demeanour shadowed by social, physical, and psychological issues is unveiled. By also unraveling occupational stress through the lenses of supervisors in the hotel industry, this study will help the hotel management to take appropriate action to address the occupational stress amongst employees which is a huge issue in the sector.
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"Case study 3.5 Service quality and effective HR practices in five-star hotels in Cairo." In Employment Relations in the Hospitality and Tourism Industries. Routledge, 2004. http://dx.doi.org/10.4324/9780203644553-22.
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Assad, Basel Anwar, Madline Mohamad Jonbolat, and Loura Mohammad Abbas. "The Impact of Electronic Soft Skills on the Quality of Tourism Services during the Corona Pandemic (A Field Study on 5-star Hotels on the Syrian Coast)." In Research Aspects in Arts and Social Studies Vol. 1. Book Publisher International (a part of SCIENCEDOMAIN International), 2022. http://dx.doi.org/10.9734/bpi/raass/v1/3508a.
Full textConference papers on the topic "Quality service of non-star hotel"
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Sulistyadi, Yohanes, and Fauziah Eddyono. "Young Tourist Perspective on the Service Quality.(Case Study: Star Hotel in Bogor Toursim Area - Indonesia)." In Asia Tourism Forum 2016 - the 12th Biennial Conference of Hospitality and Tourism Industry in Asia. Atlantis Press, 2016. http://dx.doi.org/10.2991/atf-16.2016.33.
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Silva, L., P. Dissanayake, B. Kumarasiri, and D. Soorige. "CUSTOMER LOYALTY TOWARDS SUSTAINABLE HOTELS: CASE STUDIES IN SRI LANKA." In The 9th World Construction Symposium 2021. The Ceylon Institute of Builders - Sri Lanka, 2021. http://dx.doi.org/10.31705/wcs.2021.20.
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The hotel sector is directly combined with customer loyalty as it has become increasingly obvious by incorporating its’ antecedents with customer satisfaction and trust. Customer loyalty is influenced by customer satisfaction of hospitality service when it is significantly related to service quality. Sustainability is an important concept that can adapt to achieving customer loyalty in the Sri Lankan hotel sector. Indeed, most conventional hoteliers in Sri Lanka do not have the idea of success in achieving customer loyalty through the sustainability concept. Also, despite the abundance of research on the concept of sustainability, a gap in literature could be identified, when it comes to analysing the customer loyalty aspects toward sustainable hotels in Sri Lanka. This study is therefore aimed to bridge the gap that exists in the literature to prove the success of adopting the concept of sustainability in achieving customer loyalty. A qualitative research approach with two case studies was used to achieve the aim of the study. The selected cases include two green-certified five-star hotels which are under the topmost sustainable hotels in Sri Lanka according to Sri Lanka Tourism Development Authority. A total of 10 interviews were conducted from both cases. The collected data were analysed using content analysis. The customer loyalty aspects were identified on the deriving basis of self-influence factors of customers and their consideration of benefits in sustainable hotels. The study unveils an analysis of the interconnection between sustainable hotels and customer loyalty. The findings provide the path to conventional hotels to identify the success of implementing sustainability concept in achieving customer loyalty.
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Okwachi, Were Simon. "UNRAVELLING THE ANTECEDENTS OF RESTAURANT GRATUITY IN KISUMU COUNTY, KENYA: A STRUCTURAL EQUATION MODELING APPROACH." In Tourism and Hospitality Industry: Trends and Challenges. University of Rijeka, Faculty of Tourism and Hospitality Management, 2024. http://dx.doi.org/10.20867/thi.27.9.
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Purpose - Empirically, the act of tipping in the global services industry is as ancient as the Roman times. It can be traced back to centuries ago, although the area has attracted less attention in research. Nonetheless, gratuities contributes immensely on the economic wellbeing of servers. This paper therefore presents an investigation into applicable constructs triggering gratuities within the hotel food service departments including; rewarding service perceptions, incentives for improved future service and social norms. Thus, the purpose of this study was to establish the contribution of each construct under investigation on restaurant tipping in the selected two and three star hotels within Kisumu County. Design - The study applied a descriptive research survey design. This design was chosen based on its suitability for describing gratuities based on responses from the selected respondents within two and three star hotels. Methodology - The study was carried out within Kisumu County, in Kenya. A census of two- and threestar hotels was taken, while questionnaires were self-administered to 384 respondents who were selected by simple random sampling method. Data was organized by skillfully coding and cleaning in order to correct any potential errors and thereafter fed into spreadsheets. The data was further transformed for purposes of conducting specific analysis. Statistical Packages for Social Sciences-Analysis of Moment Structures (SPSS-AMOS) was applied. The study respondents were assured confidentiality, privacy and anonymity in addition to the data collection tools being destroyed after report writing. Approach - The study was carried out in nine hotels within Kisumu County, among which one hotel was selected for pre-testing. On the other hand, respondents constituted food service clients and managers. Questionnaires and content analysis were used in the collection of data. Reliability was determined by Cronbach’s coefficient Alpha test (> 0.70) while content validity was used to assess the internal validity of the research instruments. Findings - The study results gave factor loadings ˃ 0.70 which indicates that the factors under investigation extracts sufficient variance from the dependent variables. Further, the study results show that alcohol consumption gave the highest prediction (91.2%) and thus unique contribution to the independent variable. Finally, the study established a positive significant relationship (at 95% confidence level) between superior service, frequency of patronage, alcohol consumption as well as weather and gratuity. Originality of the research - The act of giving gratuities is prevalent across the global hospitality environment, with a myriad of economic importance to the industry. However, very minimal studies have been carried out, though not related to this study. Most of previous studies are on the service quality-tipping relationship, while this study focused on tipping-service quality relationship. Therefore in the best of our knowledge, no similar study has ever been carried out, and thus this is a unique and original study that has addressed the topic.
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Koyuncu, Kadife, Bekir Esitti, Ronald J. Burke, and Mustafa Koyuncu. "Workplace Learning Cultures, Learning Potential and Important Work Outcomes among Managerial Employees in Five-Star Turkish Hotels." In International Conference on Eurasian Economies. Eurasian Economists Association, 2015. http://dx.doi.org/10.36880/c06.01344.
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This research investigated the relationship of perceived workplace learning culture, workplace learning potential, perceived employability, feelings of psychological empowerment, important work outcomes, and self-reported assessments of service quality among supervisors and managers in five star hotels in Turkey. Data were collected from 205 managers, an eighty-nine percent response rate, from twelve hotels, using anonymously completed questionnaires. Work outcomes included job satisfaction, perceptions of service quality and intent to quit. Managerial Self-efficacy was significantly related to perceptions of workplace learning culture, opportunities for learning, employability and all other work outcomes. In addition, stronger workplace learning cultures and more opportunities for learning also had positive effects of several work outcomes. 
 The present research has limitations which should be noted to better assess the results. First, all data were collected using self-report questionnaires with the possibility of response set tendencies and common method biases. Second, all data were collected at one point in time making it challenging to address issues of causality. Third, although the sample was relatively large, all respondents came from high quality properties in only one large city in Turkey (Istanbul), thus the extent to which our findings would apply to hotels in other regions or hotels of lower quality is indeterminate. 
 Practical implications include training supervisors on ways to develop and support a workplace learning culture, training all employees on the benefits of personal efficacy and ways to increase it, and training employees on the benefits of their own learning and ways to enhance this.
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Basisto, Irina. "Travel agency management." In Simpozion Ştiinţific al Tinerilor Cercetători. Ediţia a 22-a. Academy of Economic Studies, 2025. https://doi.org/10.53486/sstc2024.v1.12.
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Management in a travel agency is crucial to ensuring success, operational efficiency and meeting customer needs. The tourism industry is one of the most complex and dynamic sectors in the world, characterized by diverse services, infrastructure and actors involved. The manager plays a central role in stabilizing the agency’s strategic direction, ensuring that it meets customer requirements, while maintaining and developing market competitiveness. The manager must be an inspiring leader, able to motivate and guide the team in the common direction of success.The main functions of management include planning, organization, coordination, motivation, control and management of the agency. Five Star Tour SRL, a travel agency specializing in providing personalized and exclusive travel experiences, is an example of a successful travel agency. Its services include travel planning, hotel reservations, airline tickets, transportation services and 24/7 personal assistance, which reflects the quality management of this agency.
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Simanjuntak, Eliza, Nathalia Theodosia C., and Yustisia Kristiana. "Exploring the Impact of Service Quality on Commitment and Customer Loyalty in Jakarta's 3-Star Hotels." In International Conference on Tourism, Gastronomy, and Tourist Destination (ICTGTD 2016). Atlantis Press, 2017. http://dx.doi.org/10.2991/ictgtd-16.2017.1.
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Wu, Yu-Lung, and Ju-Jun Ting. "Fuzzy Multiple Criteria Decision Making Method Applied to Evaluation of Service Quality for Five-Star Hotels." In 2016 International Conference on Management Science and Management Innovation. Atlantis Press, 2016. http://dx.doi.org/10.2991/msmi-16.2016.37.
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Vujisić, Dragan. "Ugostiteljska delatnost." In XVI Majsko savetovanje. University of Kragujevac, Faculty of Law, 2020. http://dx.doi.org/10.46793/upk20.239v.
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In 2019, the Law on the Catering Industry was enacted in the Republic of Serbia. This law regulates the catering industry, which was the subject of the Law on Tourism before that. The subject of the catering industry is catering services, i.e. accommodation services, the services of preparation and serving food, drinks, and beverages, as well as the preparation and delivery of the food to the customers on some other place (other than the place where the catering business is located). The provider of these services is a caterer. A caterer is a commercial company, entrepreneur, while certain catering services may render a natural person. The catering services are to be provided in the catering facilities. Those are accommodation facilities (hotel, motel, camp, etc.), as well as facilities that (only) serve food, drinks, and beverages (bar, pizzeria, restaurant, etc.). The catering business may be conducted in the movable catering facilities, too. The catering business may be conducted throughout the entire year, seasonally and temporarily (fairs, trade fairs, markets, etc.). The catering facilities are assigned different categories, on the basis of the level of achieved quality standards. The paper particularly analyzes the catering services in the family household, in the countryside touristic households, as well as non-contractual obligations of the caterer.
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Zhu, Ling. "Research on the Evaluation System of Service Quality in High-star Hotels Based on Relation Matrix of Fuzzy Mathematics and Analytic Hierarchy Process." In 2nd International Conference on Management Science and Industrial Engineering (MSIE 2013). Atlantis Press, 2013. http://dx.doi.org/10.2991/msie-13.2013.8.
Full textReports on the topic "Quality service of non-star hotel"
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Colomb, Claire, and Tatiana Moreira de Souza. Regulating Short-Term Rentals: Platform-based property rentals in European cities: the policy debates. Property Research Trust, 2021. http://dx.doi.org/10.52915/kkkd3578.
Full textAbstract:
Short-term rentals mediated by digital platforms have positive and negative impacts that are unevenly distributed among socio-economic groups and places. Detrimental impacts on the housing market and quality of life of long-term residents have been particular contentious in some cities. • In the 12 cities studied in the report (Amsterdam, Barcelona, Berlin, Brussels, Lisbon, London, Madrid, Milan, Paris, Prague, Rome and Vienna), city governments have responded differently to the growth of short-term rentals. • The emerging local regulations of short-term rentals take multiple forms and exhibit various degrees of stringency, ranging from rare cases of laissez-faire to a few cases of partial prohibition or strict quantitative control. Most city governments have sought to find a middle-ground approach that differentiates between the professional rental of whole units and the occasional rental of one’s home/ primary residence. • The regulation of short-term rentals is contentious and highly politicised. Six broad categories of interest groups and non-state actors actively participate in the debates with contrasting positions: advocates of the ‘sharing’ or ‘collaborative’ economy; corporate platforms; professional organisatons of short-term rental operators; new associations of hosts or ‘home-sharers’; the hotel and hospitality industry; and residents’ associations/citizens’ movements. • All city governments face difficulties in implementing and enforcing the regulations, due to a lack of sufficient resources and to the absence of accurate and comprehensive data on individual hosts. That data is held by corporate platforms, which have generally not accepted to release it (with a few exceptions) nor to monitor the content of their listings against local rules. • The relationships between platforms and city governments have oscillated between collaboration and conflict. Effective implementation is impossible without the cooperation of platforms. • In the context of the European Union, the debate has taken a supranational dimension, as two pieces of EU law frame the possibility — and acceptable forms — of regulation of online platforms and of short-term rentals in EU member states: the 2000 E-Commerce Directive and the 2006 Services Directive. • For regulation to be effective, the EU legal framework should be revised to ensure platform account- ability and data disclosure. This would allow city (and other ti ers of) governments to effectively enforce the regulations that they deem appropriate. • Besides, national and regional governments, who often control the legislative framework that defines particular types of short-term rentals, need to give local governments the necessary tools to be able to exercise their ‘right to regulate’ in the name of public interest objectives.