Title: The impact of service quality, self-service technology, and the corporate image on customer satisfaction and customer revisit intention among luxury hotels in Kuala Lumpur, Malaysia

Authors: Shimiao Li

Addresses: Department of Management and Marketing, Faculty of Economics and Management, University Putra Malaysia, Malaysia

Abstract: According to World Travel & Tourism Council, the tourism industry in Malaysia has been boomed prosperously in few years. Accordingly, such phenomenon has largely propelled the competition in hospitality industry, especially the race between service-oriented hotels and luxury hotels. Nevertheless, numerous issues associated with customer satisfaction have been reflected on hotel booking website, which is worth studying in depth, as it is more likely to adversely affect profitability and competitiveness of luxury hotels. In the present paper, the effect of service quality, SERVQUAL dimensions, corporate image and self-service technology (SST) on customer satisfaction is delved into, as well as the association between customer satisfaction and customer revisit intention. Questionnaires were collected in Kuala Lumpur, Malaysia. As the result suggests, service quality, corporate image and SST significantly impact customer satisfaction. Except for dimension of empathy in SERVQUAL model, the rest of dimensions noticeably impact customer satisfaction. Lastly, customer satisfaction displays significantly positive relations to customer revisit intention. This empirical study suggests marketers to continuously improve customer satisfaction not only from the perspective of service quality but also considering corporate image and SST.

Keywords: luxury hotels; customer satisfaction; customer revisit intention; competitiveness; service quality; SERVQUAL; corporate image; self-service technology; SST.

DOI: 10.1504/IJSEM.2020.107794

International Journal of Services, Economics and Management, 2020 Vol.11 No.1, pp.48 - 70

Received: 24 May 2019
Accepted: 11 Jan 2020
Published online: 19 Jun 2020 *

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