The Effect of Service Quality and Value of Five-Star Hotel Services on Behavioral Intentions with the Role of Consumer Satisfaction as Mediator |
GOELTOM, Vasco Adato H.
(Pelita Harapan University)
KRISTIANA, Yustisia (Pelita Harapan University) JULIANA, J. (Pelita Harapan University) BERNATO, Innocentius (Pelita Harapan University) PRAMONO, Rudy (Pelita Harapan University) |
1 | Mulyono, H., Hadian, A., Purba, N., & Pramono, R. (2020). Effect of Service Quality Toward Student Satisfaction and Loyalty in Higher Education. Journal of Asian Finance, Economics and Business, 7(10), 929-938. doi:10.13106/jafeb.2020.vol7.no10.929 DOI |
2 | Oh, H. (1999). Service quality, customer satisfaction, and customer value: A Holistic perspective. International Journal of Hospitality Management, 18(1), 67-82. https://doi.org/10.1016/S0278-4319(98)00047-4 DOI |
3 | Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460-469. https://doi:10.2307/3150499 DOI |
4 | Oliver, R. L., Rust, R., & Varki, S. (1997). Customer Delight: Foundations, Findings and Managerial Insight. Journal of Retailing, 73(1), 311-336. https://doi.org/10.1016/S0022-4359(97)90021-X DOI |
5 | Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple- Item Scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40. |
6 | Park, J. W., Robertson, R., & Wu, C. L. (2004). The effect of airline service quality on passengers' behavioral intentions: A Korean case study. Journal of Air Transport Management, 10(6), 435-439. https://doi.org/10.1016/j.jairtraman.2004.06.001 DOI |
7 | Petrick, J., Morais, D., & Norman, W. (2001). An Examination of the Determinants of Entertainment Vacationers' Intentions to Revisit. Journal of Travel Research, 40(1), 41-48. https://doi:10.1177/004728750104000106 DOI |
8 | Sawilowsky, S. S. (2007). KR-20 and KR-21. In: N.J. Salkind (Ed.). Encyclopedia of Measurement and Statistics (1st ed., pp. 516-519). Thousand Oaks, CA: Sage Publications. |
9 | Sireci, S. (2007). On Validity Theory and Test Validation. Educational Researcher, 36(8), 477-481. https://doi:10.3102/0013189X07311609 DOI |
10 | Al Khattab, S., & Aldehayyat, J. (2011). Perceptions of service quality in Jordanian Hotels. International Journal of Business and Management, 6(7), 226-233. https://doi:10.5539/ijbm.v6n7p226 |
11 | Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: findings from Sweden. Journal of Marketing, 58(3), 53-66. https://doi:10.2307/1252310 DOI |
12 | Awwad, M. (2012). An application of the American Customer Satisfaction Index (ACSI) in the Jordanian mobile phone sector. The TQM Journal, 24(6). https://doi:10.1108/17542731211270098 |
13 | Becker, E. J. (2009). The proximity hotel: a case study on guest satisfaction of sustainable luxury environment. Master Thesis. Greensboro, NC: The University of North Carolina at Greensboro. |
14 | Beerli, A., & Martin, J. D. (2004). Factors influencing destination image. Annals of Tourism Research, 31(3), 657-681. https://doi.org/10.1016/j.annals.2004.01.010 DOI |
15 | Tran, V. D. (2020). Assessing the Effects of Service Quality, Experience Value, Relationship Quality on Behavioral Intentions. Journal of Asian Finance, Economics and Business, 7(3), 167-175. https://doi:10.13106/jafeb.2020.vol7.no3.167 DOI |
16 | Soderlund, M. (2003). The Retrospective And The Prospective Mind And The Temporal Framing of Satisfaction. European Journal of Marketing, 37(10), 1375-1390. https://doi.org/10.1108/03090560310487158 DOI |
17 | Solimun, Fernandes, A. A. R., & Nurjannah. (2017). Multivariate Statistical Methods for Structural Equation Modelling (SEM) WarpPLS Approach. Malang, Indonesia: Brawijaya University Press. |
18 | Su, A. Y. (2004). Customer Satisfaction Measurement Practice in Taiwan Hotels. International Journal of Hospitality Management, 23(1), 397-408. https://doi.org/10.1016/j.ijhm.2004.02.002 DOI |
19 | Tran, V. D & Le, N. M. T. (2020). Impact of Service Quality and Perceived Value on Customer Satisfaction and Behavioral Intentions: Evidence from Convenience Stores in Vietnam. Journal of Asian Finance, Economics and Business, 7(9), 517-526. doi:10.13106/jafeb.2020.vol7.no9.517 DOI |
20 | Wakefield, K. L., & Barnes, J. H. (1996). Retailing Hedonic Consumption: A Model of Sales Promotion of a Leisure Service. Journal of Retailing, 72(4), 409-427. https://doi.org/10.1016/S0022-4359(96)90021-4 DOI |
21 | Warshaw, P. R., & Davis, F. D. (1985). Disentangling Behavioral Intention and Behavioral Expectation. Journal of Experimental Social Psychology, 21(3), 213-228. https://doi.org/10.1016/0022-1031(85)90017-4 DOI |
22 | Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2-22. https://doi:10.2307/1251446 DOI |
23 | Zeithaml, V. A., Berry, L. L., & Parasuraman, A. P. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(1), 31-46. https://doi:10.2307/1251929 DOI |
24 | Choi, K. S., Cho, W. H., Lee, H., & Kim, C. (2004). The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study. Journal of Business Research, 57(80), 913-21. https://doi.org/10.1016/S0148-2963(02)00293-X DOI |
25 | Bloemer, J. M., & Kasper, H. P. (1995) The complexity relationship between consumer satisfaction and brand loyalty. Journal of Economic Psychology, 16(1), 311-329. http://dx.doi.org/10.1016/0167-4870(95)00007-B DOI |
26 | Buttle, F. (2004). Customer relationship management concept and tools. Oxford, United Kingdom: Elsevier Butterworth-Heinemann. |
27 | Chin, W. (1998). Issues and opinion on Structural Equation Modeling. Management Information System Quarterly, 22(1). https://www.jstor.org/stable/249674 |
28 | Chu, Y. (2014). A Review of Studies on Luxury Hotels Over the Past Two Decades. Master of Science Thesis. Ames, IA: Iowa State University. |
29 | Cronin Jr., J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(1), 193-218. https://doi.org/10.1016/S0022-4359(00)00028-2 DOI |
30 | Danziger, P. N. (2005). Let Them Eat Cake. Marketing Luxury to The Masses as well as The Classes. Chicago, IL: Dearborn Trade Publishing. |
31 | Digital Luxury Group. (2013). The World Luxury Index. Retrieved July 26, 2020 from http://www.ehl.edu |
32 | Gooding, S. K. S. (1995). Quality, sacrifice, and value in hospital choice. Journal of Health Care Marketing, 15(4), 24-31. https://doi.org/10.1300/J043v13n02_03 |
33 | Ferdinand, A. (2006). Management Research Methods: Research Guidelines for Thesis, Thesis and Management Science Accompanied. Semarang, Indonesia: Diponegoro University. |
34 | Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. (1996). The American customer satisfaction index: description, findings, and implications. Journal of Marketing, 60(4), 7-18. https://doi:10.2307/1251898 DOI |
35 | Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. https://doi:10.2307/3151312 DOI |
36 | Ghauri, P. N., & Gronahaug, K. (2005). Research Methods in Business Studies: A Practical Guide (3rd ed.). Englewood Cliffs, NJ: Financial Times Prentice Hall. |
37 | Ghozali, I. (2011). Multivariate Analysis Application with SPSS Program. Semarang, Indonesia: Diponegoro University Publishing. |
38 | Hersh, A. M. (2010). Evaluate the Impact of Tourism Services Quality on Customer's Satisfaction. Interdisciplinary Journal of Contemporary Research in Business, 2(6), 1-29. https://doi:10.1504/IJLTM.2011.038885 |
39 | Hair, J., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. (2014). Partial Least Squares Structural Equation Modelling (PLS-SEM): An Emerging Tool for Business Research. European Business Review, 26(2), 106-128. https://doi:10.1108/EBR-10-2013-0128 DOI |
40 | Hartono, J. (2011). Business Research Methodology: Misunderstandings and Experiences. Yogyakarta, Indonesia: BPFE. |
41 | Huang, Y. K., & Feng, C. M. (2009). Why Customers Stay: An Analysis of Service Quality and Switching Cost on Choice Behavior by Catastrophe Model. International Journal of Services Operations and Informatics, 4(2), 107-122. https://doi:10.1109/SOLI.2006.329008 DOI |
42 | Jones, M. A., & Suh, J. (2000). Transaction-Specific Satisfaction and Overall Satisfaction: An Empirical Analysis. Journal of Services Marketing, 14(1), 147-159. https://doi.org/10.1108/08876040010371555 DOI |
43 | Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88-99. https://doi:10.1061/(ASCE)0742-597X(1996)12:6(11.2) |
44 | McDougall, G. H., & Levesque, T. (2000) Customer satisfaction with services: Putting perceived value into the equation. Journal of Services Marketing, 14(1), 392-410. https://doi.org/10.1108/08876040010340937 DOI |
45 | Kotler, P. (2000). Marketing Management (10th ed.). Upper Saddle River, NJ: Prentice-Hall. |
46 | Lam, T., & Zhang, H.Q. (1999). Service quality of travel agents: the case of travel agents in Hong Kong. Tourism Management, 20(3), 341-349. https://doi.org/10.1016/S0261-5177(98)00118-6 DOI |
47 | Lee, H. J., & Seong, M. H. (2020). A Study on the Effects of Business Service Quality on Satisfaction, Commitment, Performance, and Loyalty at a Private University. Journal of Asian Finance, Economics and Business, 7(9), 439-453. doi:10.13106/jafeb.2020.vol7.no9.439 DOI |
48 | Lee, Y. K., Park, K. H., Park, D. H., Lee, K., & Kwon, Y. J. (2005). The Relative Impact of Service Quality on Service Value, Customer Satisfaction, and Customer Loyalty in Korean Family Restaurant Context. International Journal of Hospitality & Tourism Administration, 6(1), 27-51. https://doi:10.1300/J149v06n01_03 DOI |
49 | Maroco A. L., & Maroco, J. (2013). Service quality, Customer Satisfaction and Loyalty in 4- and 5-Star Hotels. European Journal of Tourism, Hospitality and Recreation, 4(3), 119-145. |
50 | Mclean, J. (2019, June 26). What Makes a Hotel 5-Star? Retrieved from https://www.tripsavvy.com |
51 | Mohsin, A., & Lockyer, T. (2010). Customer Perceptions of Service Quality in Luxury Hotels in New Delhi, India: An Exploratory Study. International Journal of Contemporary Hospitality Management, 22(2), 160-173. https://doi.org/10.1108/09596111011018160 DOI |
52 | Morash, W. A., & Ozment, J. (1994) Toward management of transportation service quality. Logistics and Transportation Review, 30(1), 115-140. |