Customer satisfaction and service domains: a further development of PROSERV

Enrico Ciavolino (), Gloria Lagetto (), Andrea Montinari (), Amjad Al-Nasser, Amer I. Al-Omari (), Matteo J. Zaterini () and Sergio Salvatore ()
Additional contact information
Enrico Ciavolino: University of Salento
Gloria Lagetto: University of Salento
Andrea Montinari: VESTAS Hotels & Resorts
Amer I. Al-Omari: Al al-Bayt University
Matteo J. Zaterini: University of Salento
Sergio Salvatore: University of Salento

Quality & Quantity: International Journal of Methodology, 2020, vol. 54, issue 5, No 4, 1429-1444

Abstract: 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 (search for similar items in EconPapers)
Date: 2020
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DOI: 10.1007/s11135-019-00888-4

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