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Measuring service quality and customer satisfaction of the small- and medium-sized hotels (SMSHs) industry: lessons from United Arab Emirates (UAE)

Syed Zamberi Ahmad (Department of Management, Abu Dhabi University , Abu Dhabi, United Arab Emirates)
Norita Ahmad (School of Business Administration, American University of Sharjah , Sharjah, United Arab Emirates)
Avraam Papastathopoulos (Department of Management, Abu Dhabi University , Abu Dhabi, United Arab Emirates)

Tourism Review

ISSN: 1660-5373

Article publication date: 17 October 2018

Issue publication date: 19 June 2019

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2163

Abstract

Purpose

This study aims to delve upon customer satisfaction and service quality within small- and medium-sized hotels (SMSHs) by using a modified SERVQUAL model.

Design/methodology/approach

Data for the study were collected from a sample of 253 guests of varying nationalities who stayed at SMSHs of one-to-three-star ratings in the UAE. Moreover, 15 face-to-face interviews were conducted. The influence of the five dimensions of the SERVQUAL model on visitors’ satisfaction was explored using structural equation modelling.

Findings

The results indicated that three out of the five dimensions of SERVQUAL, namely, tangible, responsiveness and assurance, have significant positive impact on visitors’ satisfaction of the SMSHs Industry. The remaining two dimensions of SERVQUAL, reliability and empathy, have no significant impact on visitors’ satisfaction.

Originality/value

This study provides a major contribution in that it offers the potential to examine a vastly under researched area of customer satisfaction and service quality of SMSHs in a developing country.

Keywords

Citation

Ahmad, S.Z., Ahmad, N. and Papastathopoulos, A. (2019), "Measuring service quality and customer satisfaction of the small- and medium-sized hotels (SMSHs) industry: lessons from United Arab Emirates (UAE)", Tourism Review, Vol. 74 No. 3, pp. 349-370. https://doi.org/10.1108/TR-10-2017-0160

Publisher

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Emerald Publishing Limited

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