Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Moderating role of religion in the relationship between SERVQUAL dimensions and hotel guest satisfaction

Moderating role of religion in the relationship between SERVQUAL dimensions and hotel guest... Religion is one of the factors that are considered in developing marketing strategy. Therefore, the purpose of this study is to examine the moderating role of religion (Islam and Christianity) in the relationship between SERVQUAL dimensions and satisfaction of hotel guest in Nigeria.Design/methodology/approachThe data for this study was collected from 400 hotel customers in Nigeria (Zamfara and Anambra), and was analyzed using structural equation modeling technique (Amos). Also, composite reliability and average variance extracted were used to test the reliability and validity of the instrument.FindingsThe study found that religion has a significant moderating effect on the service quality dimensions and hotel guest satisfaction. In other words, there is significant difference on how Muslim and Christian hotel guests evaluate service quality dimensions and satisfaction. Moreover, the result shows that the empathy and assurance dimensions are the most important significant predictors of guest satisfaction. Moreover, religion has significant positive effect on guest satisfaction.Practical implicationsThe study shows that religion significantly moderate the service quality dimensions. Therefore, the hotel management should focus on providing training programs that will enable the employees to offer superior personalized services to strengthen and nurture long-term guest relationships.Originality/valueThe inclusion of moderating effect of religion made this study very unique. Furthermore, the peculiarity and religious sentiments of the Nigeria business environment made this work outstanding. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Islamic Marketing Emerald Publishing

Moderating role of religion in the relationship between SERVQUAL dimensions and hotel guest satisfaction

Download PDF
21 pages

Loading next page...
 
/lp/emerald-publishing/moderating-role-of-religion-in-the-relationship-between-servqual-rFlAnbhQZx
Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1759-0833
eISSN
1759-0833
DOI
10.1108/jima-09-2020-0271
Publisher site
See Article on Publisher Site

Abstract

Religion is one of the factors that are considered in developing marketing strategy. Therefore, the purpose of this study is to examine the moderating role of religion (Islam and Christianity) in the relationship between SERVQUAL dimensions and satisfaction of hotel guest in Nigeria.Design/methodology/approachThe data for this study was collected from 400 hotel customers in Nigeria (Zamfara and Anambra), and was analyzed using structural equation modeling technique (Amos). Also, composite reliability and average variance extracted were used to test the reliability and validity of the instrument.FindingsThe study found that religion has a significant moderating effect on the service quality dimensions and hotel guest satisfaction. In other words, there is significant difference on how Muslim and Christian hotel guests evaluate service quality dimensions and satisfaction. Moreover, the result shows that the empathy and assurance dimensions are the most important significant predictors of guest satisfaction. Moreover, religion has significant positive effect on guest satisfaction.Practical implicationsThe study shows that religion significantly moderate the service quality dimensions. Therefore, the hotel management should focus on providing training programs that will enable the employees to offer superior personalized services to strengthen and nurture long-term guest relationships.Originality/valueThe inclusion of moderating effect of religion made this study very unique. Furthermore, the peculiarity and religious sentiments of the Nigeria business environment made this work outstanding.

Journal

Journal of Islamic Marketing – Emerald Publishing

Published: Dec 1, 2022

Keywords: SERVQUAL; Nigeria; Religious affiliation; Moderator; Guests’ satisfaction; Hotel service

References

  • Religiosity and consumer behavior: a summarizing review
    Agarwala, R.; Mishra, P.; Singh, R.
  • An exploratory study of service quality in the Malaysian public service sector
    Agus, A.; Barker, S.; Kandampully, J.
  • Is religiosity an important determinant on Muslim consumer behaviour in Malaysia?
    Alam, S.S.; Mohd, R.; Hisham, B.
  • Tolerance in Multi-Religious society for national security: the Nigerian experience
    Aluko, O.P.
  • Does customer sex influence the relationship between perceived quality and share of wallet?
    Babakus, E.; Yavas, U.
  • Linking perceived quality and customer satisfaction to store traffic and revenue growth
    Babakus, E.; Bienstock, C.C.; Van Scotter, J.R.
  • Assessing construct validity in organizational research
    Bagozzi, R.P.; Yi, Y.; Phillips, L.W.
  • The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations
    Baron, R.M.; Kenny, D.A.
  • Evaluating service encounters: the effects of physical surroundings and employee responses
    Bitner, M.J.
  • Improving the measurement of service quality
    Brown, T.; Churchill, G.A.; Peter, J.P.
  • Is religiosity an important consideration in Muslim consumer behavior: Exploratory study in the context of Western imported food in Pakistan
    Bukhari, S.F.H.; Woodside, F.M.; Hassan, R.; Shaikh, A.L.; Hussain, S.; Mazhar, W.
  • What’s wrong with SERVQUAL
    Buttle, F.
  • Levels of satisfaction among Asian and Western travelers
    Choi, Y.T.; Chu, R.
  • Materialism, consumerism, and religion: a Buddhist vision for non-profit marketing
    Choudhury, K.
  • Religious contrasts in consumer decision behaviour patterns: their dimensions and marketing implications
    Delener, N.
  • Psychographic research in a cross-cultural non product setting
    Engel, J.F.
  • A critical review of market segmentation, target marketing and positioning in hospitality marketing
    Ezeh, P.C.; Gursoy, D.
  • A conceptual framework for the adoption of Islamic banking in a pluralistic-secular nation: Nigerian perspective
    Ezeh, P.C.; Nkamnebe, A.D.
  • Religion, peculiar beliefs and luxury cars’ consumer behavior in Iran
    Forghani, M.H.; Kazemi, A.; Ranjbarian, B.
  • The role of Islamic culture in service quality research
    Gayatri, G.; Hume, M.; Mort, G.S.
  • Understanding service quality from the Islamic customer perspective
    Gayatri, G.; Chan, C.; Mort, G.S.; Hume, M.; Purchase, S.
  • Amos Covariance-Based structural equation modeling (CB-SEM): guidelines on its application as a marketing research tool
    Hair, J.F., Jr; Patel, V.K.
  • Multivariate date analysis
    Hair, J.F.; Black, W.C.; Babin, B.J.; Anderson, R.E.
  • Muslim consumers’ purchase behavior towards shariah compliant hotels in Malaysia
    Haque, A.; Chowdhury, N.A.; Yasmin, F.; Tarofder, A.K.
  • Does national culture really matter? Hotel service perceptions by Taiwan and American tourists
    Hsieh, A.; Tsai, C.
  • The role of religion on purchase behaviour of Muslim consumers: the context of Bangladesh
    Iqbal, M.; Nisha, N.
  • Service quality, customer satisfaction and loyalty: the moderating role of gender
    Karatepe, O.M.
  • Measuring service quality of banks: Scale development and validation
    Karatepe, O.M.; Yavas, U.; Babakus, E.
  • Assessment of the psychometric properties of SERVQUAL in the Canadian banking industry
    Ladhari, R.
  • Service quality, emotional satisfaction, and behavioural intentions: a study in the hotel industry
    Ladhari, R.
  • Killing people, dividing a nation? Analyzing student perceptions of the Boko haram crisis in Nigeria
    Langer, A.; Godefroidt, A.; Meuleman, B.
  • Common method bias in marketing: causes, mechanisms, and procedural remedies
    Mackenzie, S.B.; Podsakoff, P.M.
  • Hotel service quality and Brand loyalty
    Malik, M.E.; Naeem, B.; Nasir, A.M.
  • The effects of religion on consumer behavior: a conceptual framework and research agenda
    Mathras, D.; Cohen, A.B.; Mandel, N.; Mick, D.G.
  • Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future
    Meesalaa, A.; Paul, J.
  • Measuring service quality and customer satisfaction of the hotels in Malaysia: Malaysian, Asian and Non-Asian hotel guests
    Mey, L.P.; Akbar, A.K.; Fie, D.Y.G.
  • Revisiting customers' perception of service quality in fast food restaurants
    Namin, A.
  • Customer value in the hotel industry: What managers believe they deliver and what customer experience
    Nasution, H.N.; Mavondo, F.T.
  • Religion, spirituality and entrepreneurship the church as entrepreneurial space among British Africans
    Nwankwo, S.; Gbadamosi, A.; Ojo, S.
  • SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality
    Parasuraman, A.; Zeithaml, V.; Berry, L.
  • Common method biases in behavioral research: a critical review of the literature and recommended remedies
    Podsakoff, P.M.; MacKenzie, S.B.; Podsakoff, P.M.; Lee, J.-L.; Podsakoff, N.P.
  • A cultural analysis of Japanese tourists: Challenges for tourism marketers
    Reisinger, Y.; Turner, L.
  • Comparison of SERVQUAL and SERVPERF metrics: an empirical study
    Rodrigues, L.L.R.; Barkur, G.; Varambally, K.V.M.; Motlagh, F.G.
  • Religion and the Nigerian state: Situating the de facto and de jure frontiers of state–religion relations and its implications for national security
    Sampson, I.T.
  • Deciphering ‘Islamic hospitality’: developments, challenges and opportunities
    Stephenson, M.L.
  • Moderating role of gender in the relationship between hotel service quality dimensions and tourist satisfaction
    Suki, N.M.
  • Religious denomination preference as a basis for store location
    Thompson, H.; Raine, J.
  • Cultural differences of service quality and behavioral intention in tourist hotels
    Tsaur, S.; Lin, C.; Wu, C.
  • Service quality dimensions and superior customer perceived value in retail banks: an empirical study on Mexican consumers
    Vera, J.; Trujillo, A.
  • Religious needs in the hospitality industry
    Weidenfeld, A.
  • Religious needs in the tourism industry
    Weidenfeld, A.; Ron, A.S.
  • An examination of the interface between context and theory applied to the study of Chinese organizations
    Whetten, D.A.
  • An examination of the SERVQUAL dimensions using the Guttman scaling procedure
    Yoon, T.H.; Yuksel, E.
  • Religious challenges of Islamic banking in Nigeria
    Yunusa, M.; Nordin, N.