Hotel Brand of Origin: Do Guests Perceive Service Differences? / Dwi Suhartanto

Suhartanto, Dwi (2011) Hotel Brand of Origin: Do Guests Perceive Service Differences? / Dwi Suhartanto. Journal of Tourism, Hospitality & Culinary Arts, 3 (3). pp. 1-24. ISSN 1985-8914 , 2590-3837

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Official URL: https://www.jthca.org/

Abstract

This study reports an assessment of perceived service differences based on brand of origin (international and domestic brands) in the hotel industry. This study endeavours to extend recent advances in services marketing theory on service evaluation constructs: service quality, customer satisfaction, perceived value, brand image and brand loyalty at the international and domestic brand level of analysis. A total of 240 four-star hotel guests responded to the survey. The results suggest that international hotel guests perceived better service quality and brand loyalty compared with domestic hotel guests. The differences in how loyalty determinants affect brand loyalty persist across domestic and international hotel brands.

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Item Type: Article
Creators:
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Suhartanto, Dwi
UNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Branding (Marketing)
H Social Sciences > HF Commerce > Customer services. Customer relations
T Technology > TX Home economics > Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Divisions: Universiti Teknologi MARA, Selangor > Puncak Alam Campus > Faculty of Hotel and Tourism Management
Journal or Publication Title: Journal of Tourism, Hospitality & Culinary Arts
UiTM Journal Collections: UiTM Journal > Journal of Tourism, Hospitality & Culinary Arts (JTHCA)
ISSN: 1985-8914 , 2590-3837
Volume: 3
Number: 3
Page Range: pp. 1-24
Official URL: https://www.jthca.org/
Item ID: 44425
Uncontrolled Keywords: Brand loyalty, customer satisfaction, perceived value, service quality, brand image, hotel brand of origin.
URI: https://ir.uitm.edu.my/id/eprint/44425

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44425

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