Customer satisfaction and service domains: a further development of PROSERV
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Customer satisfaction and service domains: a further development of PROSERV Enrico Ciavolino1 · Gloria Lagetto1 · Andrea Montinari2 · Amjad D. Al‑Nasser3 · Amer I. Al‑Omari4 · Matteo J. Zaterini1 · Sergio Salvatore1
© Springer Nature B.V. 2019
Abstract This paper aims to represent that levels of customer satisfaction of tourist accommodation are an important prerequisite when the goal is building a loyal relationship with this type of facility. The research involved 239 participants (% 50 women) who have used tourist facilities during the last 2 years. The data used in the research were collected through the administration of a questionnaire: Prosumership Service Quality Model (PROSERV-Q). The methodology utilized to analyse data is the multi-group analysis based on Partial Least Squares Path Modelling (PLS-PM) with high order constructs. The results show that in the PROSERV model the level of global satisfaction affect the attitude of customer loyalty towards the tourism services. Keywords Customer satisfaction · Loyalty strategy in tourism · Hospitality · Tourist accommodation · Partial least squares · Path modelling
* Enrico Ciavolino [email protected] Gloria Lagetto [email protected] Andrea Montinari [email protected] Amjad D. Al‑Nasser [email protected] Amer I. Al‑Omari [email protected] Matteo J. Zaterini [email protected] Sergio Salvatore [email protected] 1
Department of History, Social Sciences and Human Studies, University of Salento, Lecce, Italy
2
VESTAS Hotels & Resorts, Lecce, Italy
3
Department of Statistics, Yarmouk University, Irbid, Jordan
4
Department of Mathematics, Faculty of Science, Al al-Bayt University, Mafraq, Jordan
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E. Ciavolino et al.
1 Introduction Although there are many studies that have been interested in customer satisfaction issues, only the literature of the last twenty years has shown interest in dealing with this issue from an integrated perspective, i.e. considering the construct in relation to other variables to which it is highly related. In accordance with the assumption that the Customer satisfaction is generally used as an indicator in measuring a company’s success (Matzler et al. 1996), Oh and Parks (1997) and Oliver (2010) underlined the importance of studying the construct also as an indicator of “quality services” and in relation to “customer value” (Oh 1999). We can find first indicators of the growing importance attached to quality of service and new points of view in the Total Quality philosophy (Deming 1986; Neave 1987). All this has led to a radical change in the role of the customer that becomes a main parameter to determine both marketing strategies and the value attributed to the service (Mehra and Ranganathan 2008)—the producer’s goal therefore becomes to satisfy the customer and not to produce the service with the expected qualities. This paradigmatic change has led the customer to take on a decisive role in the research and creation of strateg
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