Market orientation and performance: The mediating effect of service quality and moderating effect of star rating system

This study examined the effects of market orientation, service quality and star rating system on Malaysian hotel performance. 475 questionnaires distributed to three star and above hotels and 206 completed questionnaires collected. Structural equation modelling (SEM) with AMOS 20 was utilized to tes...

Full description

Saved in:
Bibliographic Details
Main Authors: Kaliappen, Narentheren, Abdullah, Haim Hilman, Abubakar, Ahmed
Format: Article
Published: 2017
Subjects:
Online Access:http://repo.uum.edu.my/25267/
http://www.jbrmr.com/issues&iid=28
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.uum.repo.25267
record_format eprints
spelling my.uum.repo.252672018-12-12T06:04:11Z http://repo.uum.edu.my/25267/ Market orientation and performance: The mediating effect of service quality and moderating effect of star rating system Kaliappen, Narentheren Abdullah, Haim Hilman Abubakar, Ahmed HD28 Management. Industrial Management This study examined the effects of market orientation, service quality and star rating system on Malaysian hotel performance. 475 questionnaires distributed to three star and above hotels and 206 completed questionnaires collected. Structural equation modelling (SEM) with AMOS 20 was utilized to test the data. Goodness of fit of the revised structural model indicates fit. This research has proven five direct causal effects: competitor orientation and performance; customer orientation and performance; competitor orientation and service quality; customer orientation and service quality and service quality and performance. Furthermore, this study also found mediating effects of: (1) competitor orientation, service quality and performance; (2) customer orientation, service quality and performance. Thus, the findings suggested service quality plays a significant role in market orientation and performance relationship. Finally, this study found the star rating system does not moderate the inter-functional coordination, service quality and performance link. The results of this research will add new insight in terms of theoretical and practical for the scholars and practitioners 2017-04 Article PeerReviewed Kaliappen, Narentheren and Abdullah, Haim Hilman and Abubakar, Ahmed (2017) Market orientation and performance: The mediating effect of service quality and moderating effect of star rating system. Journal of Business and Retail Management Research (JBRMR), 11 (3). pp. 165-178. ISSN 1751-8202 http://www.jbrmr.com/issues&iid=28
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Kaliappen, Narentheren
Abdullah, Haim Hilman
Abubakar, Ahmed
Market orientation and performance: The mediating effect of service quality and moderating effect of star rating system
description This study examined the effects of market orientation, service quality and star rating system on Malaysian hotel performance. 475 questionnaires distributed to three star and above hotels and 206 completed questionnaires collected. Structural equation modelling (SEM) with AMOS 20 was utilized to test the data. Goodness of fit of the revised structural model indicates fit. This research has proven five direct causal effects: competitor orientation and performance; customer orientation and performance; competitor orientation and service quality; customer orientation and service quality and service quality and performance. Furthermore, this study also found mediating effects of: (1) competitor orientation, service quality and performance; (2) customer orientation, service quality and performance. Thus, the findings suggested service quality plays a significant role in market orientation and performance relationship. Finally, this study found the star rating system does not moderate the inter-functional coordination, service quality and performance link. The results of this research will add new insight in terms of theoretical and practical for the scholars and practitioners
format Article
author Kaliappen, Narentheren
Abdullah, Haim Hilman
Abubakar, Ahmed
author_facet Kaliappen, Narentheren
Abdullah, Haim Hilman
Abubakar, Ahmed
author_sort Kaliappen, Narentheren
title Market orientation and performance: The mediating effect of service quality and moderating effect of star rating system
title_short Market orientation and performance: The mediating effect of service quality and moderating effect of star rating system
title_full Market orientation and performance: The mediating effect of service quality and moderating effect of star rating system
title_fullStr Market orientation and performance: The mediating effect of service quality and moderating effect of star rating system
title_full_unstemmed Market orientation and performance: The mediating effect of service quality and moderating effect of star rating system
title_sort market orientation and performance: the mediating effect of service quality and moderating effect of star rating system
publishDate 2017
url http://repo.uum.edu.my/25267/
http://www.jbrmr.com/issues&iid=28
_version_ 1644284275286081536
score 13.144533