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133873

Customer Satisfaction as a Mediator between Service Quality Dimensions and Behavioral Intentions in the Egyptian Hotel Industry

Article

Last updated: 26 Dec 2024

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Abstract

This study aims to examine the influence of service quality dimensions on behavioral intentions and using customer satisfaction as mediator in such a relationship. After detailed scanning of previous studies, a need to examine the impact of service quality dimensions on intention to switch is highly recommended. The SERVQUAL instrument was applied to detect the areas of needed quality improvements.  The findings of this study indicated that the quality in the sampled hotels (in terms of reliability, assurance and empathy) was rationally good and influence positively on customers' intention to return or recommend the hotel to a friend or relative and prevent them to switch. The study recommends giving more attention to improve the quality of staff behavior attributes because of its strongest negative influence on customer satisfaction and in turn their behavioral intentions towards the hotel selection.

Authors

First Name

Ahmed Elbadawy

Last Name

Baiomy

MiddleName

-

Affiliation

Faculty of Tourism and Hotels, Helwan University

Email

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City

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Orcid

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First Name

Marwa Tarek

Last Name

Abdel Azeem

MiddleName

-

Affiliation

College of Management and Technology Arab Academy for Science, Technology and Maritime Transport

Email

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City

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Orcid

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Volume

31

Article Issue

1

Related Issue

19601

Issue Date

2017-03-01

Receive Date

2020-12-30

Publish Date

2017-03-01

Page Start

615

Page End

657

Print ISSN

1110-2373

Online ISSN

2682-4876

Article File

SJRBS_Volume 31_Issue 1_Pages 615-657.pdf

PDF . 1.8MB

Link

https://sjrbs.journals.ekb.eg/article_133873.html

Detail API

https://sjrbs.journals.ekb.eg/service?article_code=133873

Order

25

Type

المقالة الأصلية

Type Code

1,324

Publication Type

Journal

Publication Title

المجلة العلمية للبحوث والدراسات التجارية

Publication Link

https://sjrbs.journals.ekb.eg/

MainTitle

Customer Satisfaction as a Mediator between Service Quality Dimensions and Behavioral Intentions in the Egyptian Hotel Industry

Details

Type

Article

Created At

23 Jan 2023