Service Quality of Business Hotels: Scale Development and Evidence of Reliability and Validity
| Autor: | Chih-Hung Pai, 白志宏 |
|---|---|
| Rok vydání: | 2013 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 101 Tourism industry is valued by nations and recognized as non-smokestack industry. Business travelers spending power is often more than double the tourists. There are many research issues for the dimensions of hotel's service quality. However, most of them are made for the international tourist hotel class. As regards the study topic of business hotel is scarce.The present study aimed at developing a scale measuring service quality towards business visitors reliably and effectively. This study conducted in-depth interviews with business hotel customers, hotel managers and produced the components and measuring variables by analyzing the data. The components of business hotel service quality (BHSQ) were reconstructed according to theoretical definitions, and through literature research, the variables reflective of the characteristics of BHSQ were adopted.A survey was made among hotel business visitors in order to make sure whether this scale can be used as a valid tool for measuring. There were a total of 472 usable questionnaires. After the factor analysis, item-to-response, and correlation analysis, 30 items and with the five dimensions were produced, including reliability, facility, empathy, pleasantly, and R&R (Room and Restaurant). The Cronbach'sαof the scale is 0.948, Test-retest reliability is 0.807. After the confirmatory factor analysis, the results showed BHSQ has stable construct validity. It also has appropriate convergent validity and discriminate validity. According to the correlations with customer satisfaction, and customer loyalty, the study found BHSQ has good criterion-related validity. Finally, this developed scale can be used as a service quality tool in the business hotel industry. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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