Mahbubeh Arab; Meysam Shirkhodaei; Fafemeh Aligolifiroozjaii
Abstract
In the tourism industry, maintenance of the customer is critical to the growth of the organization; therefore, the purpose of the study was to evaluation the relationship between the three variables of service quality, customer satisfaction and customer value as independent variable and customer loyalty ...
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In the tourism industry, maintenance of the customer is critical to the growth of the organization; therefore, the purpose of the study was to evaluation the relationship between the three variables of service quality, customer satisfaction and customer value as independent variable and customer loyalty as an associated variable that is examined by the role of mediator of customer relationship management. This research method is an applied type research conducted by a descriptive survey method. Data were collected from customers at a Tourist Recreation Complex Mizban Babolsar it Systematic random sampling. The results of the research with structural equations showed that the relationship between customer relationship management quality and customer loyalty is positive and significant. Also, the relationship between quality of service, customer satisfaction and customer value is positive and significant in terms of the role of mediator of customer relationship management.
Abstract
The purpose of this study is to investigate the effect of customer brand identification on brand equity in hotel services. In this regard after extensive study of literature, a new model was designed. This research is descriptive and of survey type and using available sampling method. The sample size ...
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The purpose of this study is to investigate the effect of customer brand identification on brand equity in hotel services. In this regard after extensive study of literature, a new model was designed. This research is descriptive and of survey type and using available sampling method. The sample size consists of 384 Iranian guests of Abbasi hotel in Isfahan. To analyze the data and test the research hypotheses, structural equations modeling using Smart PLS software has been used. Findings of this research show that customer brand identification has a direct and significant effect on service quality, perceived value and brand trust. Furthermore, service quality, perceived value and brand trust have a direct and significant effect on brand loyalty. Finally, service quality, brand loyalty and
Mohsen Akbari; Milad Houshmand Chaikhani; Hassan Motamed
Volume 10, Issue 31 , September 2015, , Pages 41-69
Abstract
Different cities have different features. They have huge investments, looking formore tourists to raise the return on investment. Word of mouth communication isone of the cheapest and the most valuable ways to develop tourism that hasattracted attention of many scholars. Military personnel can be viewed ...
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Different cities have different features. They have huge investments, looking formore tourists to raise the return on investment. Word of mouth communication isone of the cheapest and the most valuable ways to develop tourism that hasattracted attention of many scholars. Military personnel can be viewed as asource of WOM, because most of them spend many days in different cities. Thepurpose of this study is to investigate the effect of service quality on militarypersonnel WOM with the mediating role of satisfaction, city image and theirattitude toward the city. This research is descriptive applied in terms of purpose.Questionnaire was used to survey 390 military personnel in the north and northeast of Tehran. Structural Equation Modeling and Smart PLS software wereused to analyze the gathered data. Results show that services quality has apositive effect on tourists' satisfaction and city image. Also, Satisfaction and cityimage have positive effects on attitude toward the city. Finally, satisfaction, cityimage and attitude toward the city have positive effects on WOM. Service Quality, Urban Brand, Brand Image, Attitude toward Brand,WOM
Akbar Pourfaraj; Mohammad reza Salehipour
Volume 8, Issue 22 , June 2013, , Pages 7-30
Abstract
Today, world heritage sites have found special importance in the world, and tourists value these sites highly. This study tries to determine and prioritize the factors that matter for European tourists visiting these sites. Using convenience sampling, a number of 207 questionnaires were distributed among ...
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Today, world heritage sites have found special importance in the world, and tourists value these sites highly. This study tries to determine and prioritize the factors that matter for European tourists visiting these sites. Using convenience sampling, a number of 207 questionnaires were distributed among European tourists visiting Naghsh-e-Jahanin Isfahan during Farvard in – ordibehesht of 1391. Results of SEM analysis recognized all the four factors of “service experience”, “service quality”, “monetary costs” and “nonmonetary costs” to have positive significant influence on their overall evaluation index. Also, the factor of “service experience” was shown to have the first priority in the opinions of visitors.
Mehdi Haghighi Kafash; Hamed Bagheri
Abstract
The chief goal of hotels is to satisfy and retain their customers.Previous researches have shown that contented hotel guests are morelikely to revisit a hotel than guests who were somehow dissatisfied.This study attempts to scrutinize the relationship between servicequality perceptions and customer loyalty ...
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The chief goal of hotels is to satisfy and retain their customers.Previous researches have shown that contented hotel guests are morelikely to revisit a hotel than guests who were somehow dissatisfied.This study attempts to scrutinize the relationship between servicequality perceptions and customer loyalty in the hotels located in thecity of Shiraz. The other specific purposes of this study are thefollowing: 1) to investigate the perceived service quality and customerloyalty in hotels of Shiraz, 2) to scrutinize relations between servicequality and customer loyalty dimensions, and 3) to providesuggestions to improve service quality and customer loyalty in thefour-star hotels of Shiraz. In this research, perceived service qualitywas measured through five dimensions of SERVQUAL (tangibles,reliability, assurance, responsiveness, and empathy) developed byParasuraman et al. (1988). Also, customer loyalty was measured bythe questionnaire developed by Skogland and Siguaw (2004).Afterwards, 196 questionnaires were collected and analyzed usingKolmogorov- Smirnov (K-S) test, Spearman correlation coefficient,and Binomial Test. Results demonstrated a strong correlation betweenservice quality perceptions and customer’s loyalty. Furthermore,among the 5 dimensions of Servqual (tangibles, reliability, assurance,responsiveness, and empathy), the tangibles dimension showed theleast correlation with customer loyalty, emphasizing more importanceon human elements of service quality.
Mohammad Taghi Taghavifard; Abbass Saghaei; Aliakbar Daneshmand
Abstract
Decision making about selecting quality-based programs is a sensitiveproblem in the firms looking for effectiveness and profitabilityadvantages. The aim of this paper is to utilize Simple AdditiveWeighting (SAW) method to deal with prioritizing quality-basedinvestments in service firms under fuzzy environment. ...
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Decision making about selecting quality-based programs is a sensitiveproblem in the firms looking for effectiveness and profitabilityadvantages. The aim of this paper is to utilize Simple AdditiveWeighting (SAW) method to deal with prioritizing quality-basedinvestments in service firms under fuzzy environment. For thispurpose, at first, alternatives (types of investment) will be identified.Then, exogenous preferences are identified according to thecompetitive environment and endogenous preferences are determinedusing the Five-Gaps Model of service quality and gaps analysis.Finally, between different types of investment, the best option isrecommended. Also, a real case – a travel agency – is studied todemonstrate the proposed method. The results indicate that the Five-Gaps Analysis model combined with multiple criteria decision making(MCDM) and fuzzy set theory have high ability in evaluation ofquality-based programs in service firms.
mehdi karoubi; javad yousefi
Volume 5, Issue 13 , November 2010, , Pages 65-84
Abstract
Quality of service is one of the most important issues for competing service companies, and consequently using a method for service quality mesurment is of great significance. Although there is no consensus on the most appropriate method for this measurement, in this study, according to the literature ...
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Quality of service is one of the most important issues for competing service companies, and consequently using a method for service quality mesurment is of great significance. Although there is no consensus on the most appropriate method for this measurement, in this study, according to the literature review findings, using the SERVQUAL model for comparing hotel guest’s expectations and perceptions was preferred. Therefore, our focus in this article is on the different dimensions of service quality in SERVQUAL model, and SPSS 16 was employed to analyze these dimensions of our case study. The findings of the research are classified into two parts: the first part contains some information about demographical attributions of the respondents. The second part, are the hypothesis tests demonstrating that the perceived quality of service in Mashhad’s Homa II hotel is higher than expectations of Iranian guests.
kamran faizi; saeid tatari
Volume 2, Issue 5 , September 2004, , Pages 53-84
Abstract
In this article the concepts of quality and customer's satisfactions in the service Industry are being discussed and a suitable Model for service quality measurement is presented. After developing the Model, priorities of necessary actions towards better service quality in Iran Air flights are calculated ...
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In this article the concepts of quality and customer's satisfactions in the service Industry are being discussed and a suitable Model for service quality measurement is presented. After developing the Model, priorities of necessary actions towards better service quality in Iran Air flights are calculated and tested according to distributed questionnaires among a random sample of passengers.
