Customer complaints and the effectiveness of service guarantees in the hotel industry
Purpose – This study examines the relationship between service guarantee and service quality in four and five star hotels in Malaysia. It also examines the role of empowerment as a mediating variable between service quality and service guarantee, and between service guarantee and service recovery...
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| Main Authors: | , |
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| Format: | Article |
| Published: |
University of Rijeka
2022
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| Online Access: | http://psasir.upm.edu.my/id/eprint/100863/ https://hrcak.srce.hr/en/281115 |
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| Summary: | Purpose – This study examines the relationship between service guarantee and service
quality in four and five star hotels in Malaysia. It also examines the role of empowerment
as a mediating variable between service quality and service guarantee, and between service
guarantee and service recovery. Finally, this study examines the effectiveness of service
recovery on customer satisfaction after unpleasant service experiences with the hotel.
Design – The paper presents an exploratory analysis to examine the implementation of
service guarantees in Malaysian hotels and the effect of empowerment on service guarantees
and service quality from the customers' perspective.
Methodology – This study focuses on the four and five star hotels in Malaysia. A survey
through questionnaires distributed to the respondents who stayed at the hotel. To examine
the relationship, the analysis is done using SPSS and AMOS for empirical analysis.
Findings – The study found a significant relationship between service guarantee and
service quality; service guarantee and empowerment and confirmed that empowerment mediates the relationship between service guarantee and service recovery.
Originality of the research – The study is novel in its application of signalling theory
to the study of service guarantee and service quality from the customer's perspective and
with employee empowerment in the Malaysian hotel scenario. |
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