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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...

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Main Authors:	Kaliappen, Narentheren, Abdullah, Haim Hilman, Abubakar, Ahmed
Format:	Article
Published:	2017
Subjects:	HD28 Management. Industrial Management
Online Access:	http://repo.uum.edu.my/25267/ http://www.jbrmr.com/issues&iid=28
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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	13.211869

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

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