Research on the Impact of Service Quality on Customer Satisfaction from the Perspective of Experience Value

Taking the Langham Place Shenzen as an Example

Authors

  • Haiming Chen
  • Min Duan
  • Fang Chen

DOI:

https://doi.org/10.54097/8kd8kn39

Keywords:

Experience value, Service quality, Customer satisfaction

Abstract

Hotels are typical service enterprises. To enhance the competitiveness of hotels, it is imperative to improve the quality of hotel services and customer satisfaction. This paper takes the Langham Place Shenzen in Shenzhen as the research object to analyze the relationship between service quality and customer satisfaction. The research results indicate that service quality has a positive impact on customer satisfaction, service quality has a positive impact on perceived value, perceived value has a positive impact on customer satisfaction, and perceived value is an important mediating variable in the influence of service quality on customer satisfaction.

Downloads

Download data is not yet available.

References

[1] Fang Zheng. A review of research on customer experience value theory [J]. Statistics and Decision Making, 2007(14):135-137.

[2] PARK C W, JAWORSKI B J, MACLNNIS D J. Strategic Brand Concept-Image Management. Journal of Marketing, 1986, 50(10):135-145.

[3] Li Youyao. Research on the relationship between theme park consumer experience, perceived value, and behavioral intention. Hangzhou: Zhejiang University, 2007.

[4] CSIKSZENTIMIHALY I. Optimal Experience: Psychological studies of flow in conscious.New York: Cambridge University Press, 1988: 288-306.

[5] Wang Qing. Strategies for Hotels to Enhance Customer Delivered Value [J]. Modernization of Business, 2011(08):28.

[6] SCHMITT B H. Experiential marketing. New York, The Free Press, 1999:1-150.

[7] Mathwick, Charla. Experiential value: Conceptualization, measurement an application in the catalog and internet shopping environment [J]. Journal of Retailing, 2001, 77(1):39—56.

[8] Holhrook, Morris R. The nature of customer value:An axiology of services in the consumption experience [A]. in Rust R T,and Oliver L. Service quality: New directions in theory and practice [C]. Thousand Oaks, CA:Sage Publications, 1994:21-71.

[9] Gronroos C. An applied service marketing theory [J]. European Journal of Marketing, 1982, 16(7):30-41.

[10] Parasuraman A, Zeithaml V A, Berry L L. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality [J]. Journal of Retailing, 1988, 64(1):12-40.

[11] Akbaba A. Measuring service quality in the hotel industry: a study in A business hotel in Turkey [J]. Hospitality Management, 2006, 25(2): 170—192.

[12] Crodozo, R.N. An experimental study of consumer effort, expectation, and satisfaction [J]. Journal of Marketing Research, 1965(8):244-249.

[13] Zhang Yan, Yu Yue, and Pan HuaLi. Comparative Study on the Influencing Factors of Customer Satisfaction in Different Grades of Hotels Based on Network Text Analysis [J]. Tourism Forum, 2017(03):45-57.

[14] Sun Jing, Liu Xisong. Analysis and Empirical Research on the IPA Model of Customer Satisfaction in Budget Hotels [J]. Business Research, 2008(11):46-49.

[15] Huang Yanling, Huang Zhenfang, and Yuan Linwang. Research on Hotel Customer Satisfaction Evaluation Model Based on SEM [J]. Tourism Journal, 2006(11):54-60.

[16] Shen Han. Customer Satisfaction Evaluation Model for Budget Hotels Based on ACSI [J]. Tourism Research, 2011(01):58-62.

[17] Zhang Wenjian, Su Jiajie. Analysis on hotel customer-oriented service quality management [J]. Shanghai Management Science, 2006, 28(1):23-26.

[18] Xiaocui Chen, Lu Wang, Simeng Xu, Xianghua Chen. Literature Review on Customer Satisfaction Based on Service Quality [J]. China Management Informationization, 2016, 19(11):102-105.

[19] Peng Yan, Xia Xinping. Research on the Relationship between Online Transaction Service Quality and Customer Satisfaction [J]. Journal of Central University of Finance and Economics, 2005(02):61-64.

[20] Ryu K ,Han H, Kim T H. The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions [J]. International Journal of Hospitality Management, 2008, 27(3):459-469.

Downloads

Published

24-12-2024

Issue

Section

Articles

How to Cite

Chen, H., Duan, M., & Chen, F. (2024). Research on the Impact of Service Quality on Customer Satisfaction from the Perspective of Experience Value: Taking the Langham Place Shenzen as an Example. International Journal of Finance and Investment, 1(1), 82-87. https://doi.org/10.54097/8kd8kn39