Customer Satisfaction as a Mediator between Service Quality Dimensions and Behavioral Intentions in the Egyptian Hotel Industry

نوع المستند : المقالة الأصلية

المؤلفون

1 Faculty of Tourism and Hotels, Helwan University

2 College of Management and Technology Arab Academy for Science, Technology and Maritime Transport

المستخلص

This study aims to examine the influence of service quality dimensions on behavioral intentions and using customer satisfaction as mediator in such a relationship. After detailed scanning of previous studies, a need to examine the impact of service quality dimensions on intention to switch is highly recommended. The SERVQUAL instrument was applied to detect the areas of needed quality improvements.  The findings of this study indicated that the quality in the sampled hotels (in terms of reliability, assurance and empathy) was rationally good and influence positively on customers' intention to return or recommend the hotel to a friend or relative and prevent them to switch. The study recommends giving more attention to improve the quality of staff behavior attributes because of its strongest negative influence on customer satisfaction and in turn their behavioral intentions towards the hotel selection.

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