The structural model of the relationship between external service quality on customer satisfaction in the hospitality industry supply chain

Subject Areas : مدیریت

Manizheh Mollaei ¹ ( M.A., Department of Industrial Management, Damavand University of Guidance, Tehran, Iran )
Ali Mohaghar ² ( Professor, Department of Industrial Management, University of Tehran, Tehran, Iran )
Ezatollah Asgharizadeh ³ ( Associate Professor, Department of Industrial Management, University of Tehran, Tehran, Iran )

Received: 2020-10-15 Accepted : 2020-10-15 Published : 2019-02-20

Keywords: Customer Satisfaction, Hotel Industry, internal service quality, equation modeling,

Abstract :

service Quality, is an important index to measure customer satisfaction in the hotel industry. Therefore, in order to achieve a competitive advantage and customers retaining, service quality improvement, has been transformed to an important tool to achieve customer satisfaction in the hotel industry. The aim of this study is examine the external and internal dimensions of service quality on customer satisfaction in the hotel industry's supply chain. In this study, 265 questionnaires (Parkash, 2011) collecting and analyzed by structural equation modeling and LISREL 8.5, and the impact of external service quality indicators (agility, reliability, compatibility, relationships, alignment and reliability services, qualification Services) were evaluated on internal service quality indicators and customer satisfaction. The results show, the internal service quality directly greatest impact on the external service quality (indirectly and through the intermediary internal service quality) on customer satisfaction, as well as the indicators related to the quality, agility (76 / 0) and service qualification (56/0) have the highest and lowest impact on the external service quality respectively and reliability (78/0) and evident (66/0) as well as the highest and lowest impact on the internal service quality.