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Customer satisfaction and service domains: a further development of PROSERV

Zeitschrift:: Quality & Quantity > Ausgabe 5-6/2020

Autoren:: Enrico Ciavolino, Gloria Lagetto, Andrea Montinari, Amjad D. Al-Nasser, Amer I. Al-Omari, Matteo J. Zaterini, Sergio Salvatore

Abstract

This paper aims to represent that levels of customer satisfaction of tourist accommodation are an important prerequisite when the goal is building a loyal relationship with this type of facility. The research involved 239 participants (% 50 women) who have used tourist facilities during the last 2 years. The data used in the research were collected through the administration of a questionnaire: Prosumership Service Quality Model (PROSERV-Q). The methodology utilized to analyse data is the multi-group analysis based on Partial Least Squares Path Modelling (PLS-PM) with high order constructs. The results show that in the PROSERV model the level of global satisfaction affect the attitude of customer loyalty towards the tourism services.

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Titel: Customer satisfaction and service domains: a further development of PROSERV
Autoren:: Enrico Ciavolino
Gloria Lagetto
Andrea Montinari
Amjad D. Al-Nasser
Amer I. Al-Omari
Matteo J. Zaterini
Sergio Salvatore
Publikationsdatum: 11.05.2019
DOI: https://doi.org/10.1007/s11135-019-00888-4
Verlag: Springer Netherlands
Zeitschrift: Quality & Quantity International Journal of Methodology
Ausgabe 5-6/2020
Print ISSN: 0033-5177
Elektronische ISSN: 1573-7845

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