作者
Robin Nunkoo, Viraiyan Teeroovengadum, Peta Thomas, Llewellyn Leonard
发表日期
2017/12/11
期刊
International Journal of Contemporary Hospitality Management
卷号
29
期号
12
页码范围
2978-3005
出版商
Emerald Publishing Limited
简介
Purpose
The study conceptualizes service quality as a second-order factor and analyzes its influence on customer satisfaction, perceived value, image, consumption emotions and customer loyalty by testing a structural equation model.
Design/methodology/approach
The model is tested using data collected from 672 guests staying in accommodation establishments located in South Africa. The study follows a hierarchical approach using confirmatory factor analysis to test the second-order factor model and structural equation modeling to test the overall model.
Findings
The results indicate that the second-order factor model is acceptable both empirically as well as conceptually and performs better than other competing models of service quality. The findings provide support for all hypotheses and evidence of a structural model with a high explanatory power.
Research limitations/implications
The second-order factor …
学术搜索中的文章
R Nunkoo, V Teeroovengadum, P Thomas, L Leonard - International Journal of Contemporary Hospitality …, 2017