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Erschienen in:

11.05.2019

Customer satisfaction and service domains: a further development of PROSERV

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

Erschienen in: Quality & Quantity | Ausgabe 5-6/2020

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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.

Vorheriger Artikel Influence of brand equity on the behavioral attitudes of customers: Spanish Tourist Paradores

Nächster Artikel Digital transformation of cultural institutions: a statistical analysis of Italian and Campania GLAMs

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

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