Examining the moderating role of environmental practices in the relationship between service quality and customer experience among hotel sectors

Upscale hotels work in a market with a lot of competition, so they put a lot of emphasis on providing good service and standing out through the value of the customer experience. People have said that consumers' thoughts and actions change over time and depend on what they need at any given time...

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Main Author:	Raini Anne Laipan
Format:	Thesis
Language:	English English
Published:	2023
Subjects:	HF5546-5548.6 Office management
Online Access:	https://eprints.ums.edu.my/id/eprint/39091/1/24%20PAGES.pdf https://eprints.ums.edu.my/id/eprint/39091/2/FULLTEXT.pdf
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id	my-ums-ep.39091
record_format	uketd_dc
spelling	my-ums-ep.390912024-07-15T02:21:13Z Examining the moderating role of environmental practices in the relationship between service quality and customer experience among hotel sectors 2023 Raini Anne Laipan HF5546-5548.6 Office management Upscale hotels work in a market with a lot of competition, so they put a lot of emphasis on providing good service and standing out through the value of the customer experience. People have said that consumers' thoughts and actions change over time and depend on what they need at any given time. Hotels try to give their customers a unique experience by listening to what they want. There's no doubt that customer behaviour has changed along with the growth of technology, which has made people's lives much easier. Therefore, hoteliers need to know what their customer want and which technological facilities will delight them. A review of the literature shows that guests like the way technology in service delivery has improved the quality of service in hotels. Studying how present service quality impacts customer experience and how technologies might improve service quality is an interest of this research. The study also looks at environmental practices that can strengthen the effect of service quality factors on customer experience. Because of this, the research suggests that we look into possible moderating variables that could help make hotel service better for customers. This study makes use of quantitative methods. 150 questionnaires were successful, and valid answers were used as samples. While this study uses Means-End Chain theory to map and place possible relationships between variables in a conceptual framework. The results show that the most important thing for meeting customer expectations is the quality of the interaction followed by the physical environment quality and outcome quality. The current study finding the positive moderating effect of environmental practices among Malaysian hotels. Empirical research concludes that customers’ experiences specified by lengths of relationships with a service provider. The results also have consequences for managers responsible of service operations and show that putting in certain new technologies can have a big effect on how customers feel about a business. 2023 Thesis https://eprints.ums.edu.my/id/eprint/39091/ https://eprints.ums.edu.my/id/eprint/39091/1/24%20PAGES.pdf text en public https://eprints.ums.edu.my/id/eprint/39091/2/FULLTEXT.pdf text en validuser dphil doctoral University Malaysia Sabah Faculty of Business, Economics and Accouting
institution	Universiti Malaysia Sabah
collection	UMS Institutional Repository
language	English English
topic	HF5546-5548.6 Office management
spellingShingle	HF5546-5548.6 Office management Raini Anne Laipan Examining the moderating role of environmental practices in the relationship between service quality and customer experience among hotel sectors
description	Upscale hotels work in a market with a lot of competition, so they put a lot of emphasis on providing good service and standing out through the value of the customer experience. People have said that consumers' thoughts and actions change over time and depend on what they need at any given time. Hotels try to give their customers a unique experience by listening to what they want. There's no doubt that customer behaviour has changed along with the growth of technology, which has made people's lives much easier. Therefore, hoteliers need to know what their customer want and which technological facilities will delight them. A review of the literature shows that guests like the way technology in service delivery has improved the quality of service in hotels. Studying how present service quality impacts customer experience and how technologies might improve service quality is an interest of this research. The study also looks at environmental practices that can strengthen the effect of service quality factors on customer experience. Because of this, the research suggests that we look into possible moderating variables that could help make hotel service better for customers. This study makes use of quantitative methods. 150 questionnaires were successful, and valid answers were used as samples. While this study uses Means-End Chain theory to map and place possible relationships between variables in a conceptual framework. The results show that the most important thing for meeting customer expectations is the quality of the interaction followed by the physical environment quality and outcome quality. The current study finding the positive moderating effect of environmental practices among Malaysian hotels. Empirical research concludes that customers’ experiences specified by lengths of relationships with a service provider. The results also have consequences for managers responsible of service operations and show that putting in certain new technologies can have a big effect on how customers feel about a business.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Raini Anne Laipan
author_facet	Raini Anne Laipan
author_sort	Raini Anne Laipan
title	Examining the moderating role of environmental practices in the relationship between service quality and customer experience among hotel sectors
title_short	Examining the moderating role of environmental practices in the relationship between service quality and customer experience among hotel sectors
title_full	Examining the moderating role of environmental practices in the relationship between service quality and customer experience among hotel sectors
title_fullStr	Examining the moderating role of environmental practices in the relationship between service quality and customer experience among hotel sectors
title_full_unstemmed	Examining the moderating role of environmental practices in the relationship between service quality and customer experience among hotel sectors
title_sort	examining the moderating role of environmental practices in the relationship between service quality and customer experience among hotel sectors
granting_institution	University Malaysia Sabah
granting_department	Faculty of Business, Economics and Accouting
publishDate	2023
url	https://eprints.ums.edu.my/id/eprint/39091/1/24%20PAGES.pdf https://eprints.ums.edu.my/id/eprint/39091/2/FULLTEXT.pdf
_version_	1804890370920677376

Examining the moderating role of environmental practices in the relationship between service quality and customer experience among hotel sectors

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