Examining the moderating role of environmental practices in the relationship between service quality and customer experience among hotel sectors

• Main Author: Raini Anne Laipan
• Format: Thesis
• Language: English; English
• Published: 2023
• Subjects: HF5546-5548.6 Office management
• Online Access: https://eprints.ums.edu.my/id/eprint/39091/1/24%20PAGES.pdf; https://eprints.ums.edu.my/id/eprint/39091/2/FULLTEXT.pdf; https://eprints.ums.edu.my/id/eprint/39091/

Upscale hotels work in a market with a lot of competition, so they put a lot of emphasis on providing good service and standing out through the value of the customer experience. People have said that consumers' thoughts and actions change over time and depend on what they need at any given time. Hotels try to give their customers a unique experience by listening to what they want. There's no doubt that customer behaviour has changed along with the growth of technology, which has made people's lives much easier. Therefore, hoteliers need to know what their customer want and which technological facilities will delight them. A review of the literature shows that guests like the way technology in service delivery has improved the quality of service in hotels. Studying how present service quality impacts customer experience and how technologies might improve service quality is an interest of this research. The study also looks at environmental practices that can strengthen the effect of service quality factors on customer experience. Because of this, the research suggests that we look into possible moderating variables that could help make hotel service better for customers. This study makes use of quantitative methods. 150 questionnaires were successful, and valid answers were used as samples. While this study uses Means-End Chain theory to map and place possible relationships between variables in a conceptual framework. The results show that the most important thing for meeting customer expectations is the quality of the interaction followed by the physical environment quality and outcome quality. The current study finding the positive moderating effect of environmental practices among Malaysian hotels. Empirical research concludes that customers’ experiences specified by lengths of relationships with a service provider. The results also have consequences for managers responsible of service operations and show that putting in certain new technologies can have a big effect on how customers feel about a business.