Economía Circular como Fundamento para la Calidad del Servicio Turístico en Latinoamérica

Purpose The purpose of this paper is to examine the relationship between tourism service quality and destination loyalty through investigating the mediation effect of destination image in the Dead Sea tourism destination, Jordan, from international tourists perspectives. The paper also investigates the tourism service quality dimensions from international tourists’ viewpoints. Design/methodology/approach A structured and self-administered survey was used targeting international tourists who were visiting the Dead Sea tourism destination, Jordan. The authors delivered 300 questionnaires to international tourists from which 237 were retained and valid for the analysis. A series of exploratory and confirmatory factor analyses were performed to assess the research constructs dimensions, unidimensionality, validity and composite reliability. Structural path analysis was also used to test the hypothesised relationships of the research model. Findings The empirical findings indicate that tourism service quality is, in fact, a four-dimensional (4D) construct as opposed to five as proposed by the original hypothesised model. The 4D model consists of four facets: assurance-responsiveness, tangible facilities-empathy, reliability and reliability-quality of directions. Also, the results indicate that brand image loaded onto two dimensions named as “physical environment” and “people characteristics”. The structural findings indicate that the four dimensions of tourism service quality have positively and significantly affected destination image. Further, brand image has positively and significantly affected destination loyalty. Finally, destination image fully mediates the relationship between tourism service quality and destination loyalty. Research limitations/implications This paper has examined only five dimensions of tourism service quality that affected destination loyalty directly and indirectly; meanwhile, other service quality dimensions such as technical quality may affect both destination image and destination loyalty. Further, destination image is the only mediator investigated in this paper. Other consumer-based brand equity factors such as brand salience my act as another mediator. Also, this paper investigated international tourists’ perspectives in the Dead Sea tourism destination only, which means that its generalisation to other tourism destinations is limited. Therefore, comparative studies inside and outside Jordan’s tourism destinations are potential areas of future research. Other limitations and future research areas are also outlined. Practical implications The paper highlights the strategic importance of brand image on the relationship between tourism service quality and destination loyalty. Tourism service quality acts as an antecedent to brand image and the later is essential to destination loyalty. In other words, brand image of the physical environment and people friendless and kindness are the critical linkage that create destination loyalty. Further, an integrated model of tourism service quality, destination image and destination loyalty is required by tourism organisations operating in the Dead Sea destination to win international tourists again. Originality/value This paper represents one of the very few attempts that investigate tourism service quality and destination loyalty through understanding the mediating role of brand image in the Dead Sea destination. Accordingly, it should shed more light into the strategic role of brand image dimensions and how they affect destination loyalty. Further, the paper is the first of its kind to investigate an integrated model of tourism service quality and destination loyalty from international tourist perspectives in Jordan. The main issue here is that tourism organisations operating in the Dead Sea tourism destination have now valuable empirical evidence concerning the drivers of destination loyalty in an integrated manner.

Purpose – The purpose of this paper is to identify the dimensions of service quality as well as of service loyalty in the context of medical tourism. It seeks to demonstrate the conceptualization of medical tourism service loyalty (MTSL) construct. This research also attempts to examine the effect of service quality dimensions on service loyalty dimensions of medical tourism. Design/methodology/approach – The dimensions of service quality as well as of service loyalty are identified using an exploratory factor analysis. Next, the reliability and validity of the quality factors and loyalty factors are established through confirmatory factor analysis using AMOS 18.0 version. The related hypotheses are tested using structural equation modeling (SEM). Findings – The paper identifies eight-factor construct for medical tourism service quality and three-factor construct for MTSL. It is found that the treatment satisfaction dimension of service quality has positive and significant impact on MTSL. It is also observed that, overall, medical tourism service quality has positive impact on MTSL. Practical implications – These dimensions of service quality should be viewed as the levers of improving perceived service quality with respect to medical tourism. Examining the service quality dimensions’ impact on customer loyalty for medical tourism sector can offer the industry valuable insights regarding which aspects of the service to focus on in order to improve medical tourist’s satisfaction and loyalty toward the firms. Originality/value – This paper introduces the concept of service quality and service loyalty in medical tourism sector. In conceptualizing MTSL, the authors propose an integration of behavioral measures, attitudinal measures and cognitive measures. The interrelationship between the service quality construct and medical loyalty construct was established using SEM. This is useful for the healthcare manager to measure the medical tourist’s perceptions of service quality on these dimensions as related to medical tourism performance.

PurposeThe purpose of this paper is to develop and validate scales to measure and benchmark service quality (SQ) in tourism industry.Design/methodology/approachThe second‐order confirmatory factor analysis is employed to validate the instrument. SQ dimensions have been modeled which have significant impact on customer satisfaction (CS) separately from those which do not have a significant impact.FindingsHospitality, food, logistics, security, and value for money have significant impact on satisfaction, while amenities, core‐tourism experience, hygiene, fairness of price, information centers, culture, distractions, personal information, and pubs do not have a significant impact.Research limitations/implicationsThe above pattern may be different in a different destination, and in a different context. However, a major implication of the current findings is that a destination need not have natural cutting edges to be developed as a tourist destination. A destination with good logistics and assurance for security, value for money, impressive hospitality and food, can satisfy a customer.Practical implicationsThe scale which has been developed by us will be useful for destination managers to measure the SQ perceptions of tourists and benchmark destinations. The distinction of SQ dimensions with and without the impact on CS could enable a manager to manage these two sets of factors separately.Originality/valueUnlike previous works, SQ has been modeled in tourism as a second‐order factor, which appears to be a more appropriate approach. The authors have also modeled factors with and without significant impact on satisfaction separately, and the approach does not seem to have precedence in literature. The inclusion of the factor, “Fairness of Price” is also a new contribution to literature.

In the present Jordan hotels scenario, service quality is a vital competitive policy to keep customer support and build great base. Hotels are trying to win customer loyalty by providing enhanced quality services. This paper attempts to examine the impact of tourism service quality dimension in the Jordanian five star hotels. A total of 322 surveys were administrated to tourists who were staying at three branches Marriott hotel in Jordan. The results show that dimensions of service quality such as empathy, reliability, responsiveness and tangibility significantly predict customer loyalty. Specifically, among the dimension of tourism service quality, the most significant predictor of customer loyalty is tangibility. This paper implies that five star hotels in Jordan should also come forward and try their best to present better tourism service quality to win back their customers' loyalty. Keywords—Tourism, Service Quality, Loyalty, Five Star hotels, Jordan.

The purpose of this paper is to identify dimensions of service quality (SQ) and their corresponding measurement variables in the tourism industry by focusing on India, a South Asian destination. The dimensions and the measurement variables have been identified through a detailed review of literature and exploratory research. Service quality in tourism comprises 10 dimensions, namely core-tourism experience, information, hospitality, fairness of price, hygiene, amenities, value for money, logistics, food and security. This study aims to enrich the body of knowledge pertaining to similar work undertaken by researchers in other parts of the world. The growing importance of Asian destinations in the global tourism market in general and emergence of India as a prominent tourist destination in South Asia in particular marks the importance of this study. The proposed framework is expected to equip the tour operators in the western world to better understand the tourism industry in South-Asian destinations. It would also be useful to service-providers for managing other equally important tourist destinations in South Asia and Asia-Pacific regions, which are endowed with similar socio-cultural backgrounds.

Impacts of logistics service quality and energy service of Business to Consumer (B2C) online retailing on customer loyalty in a circular economy

Various dimensions of healthcare service quality were used and discussed in literature across the globe. This study presents an updated meaningful review of the extensive research that has been conducted on measuring dimensions of healthcare service quality. Systematic review method in current study is based on PRISMA guidelines. We searched for literature using databases such as Google, Google Scholar, PubMed and Social Science, Citation Index. In this study, we screened 1921 identified papers using search terms/phrases. Snowball strategies were adopted to extract published articles from January 1997 till December 2016. Two-hundred and fourteen papers were identified as relevant for data extraction; completed by two researchers, double checked by the other two to develop agreement in discrepancies. In total, 74 studies fulfilled our pre-defined inclusion and exclusion criteria for data analysis. Service quality is mainly measured as technical and functional, incorporating many sub-dimensions. We synthesized the information about dimensions of healthcare service quality with reference to developed and developing countries. 'Tangibility' is found to be the most common contributing factor whereas 'SERVQUAL' as the most commonly used model to measure healthcare service quality. There are core dimensions of healthcare service quality that are commonly found in all models used in current reviewed studies. We found a little difference in these core dimensions while focusing dimensions in both developed and developing countries, as mostly SERVQUAL is being used as the basic model to either generate a new one or to add further contextual dimensions. The current study ranked the contributing factors based on their frequency in literature. Based on these priorities, if factors are addressed irrespective of any context, may lead to contribute to improve healthcare quality and may provide an important information for evidence-informed decision-making.

This study is aimed at investigating the direct relationships between service quality dimensions with perceived value and the destination loyalty, in addition to examining the mediating effect of perceived value. Using data from 508 international tourists visiting UAE and applying structural equation modeling we found the following. First, we found a significant and positive relationship between the five dimensions of service quality and perceived value. Second, we found direct, a positive and significant relationship between four service quality dimensions and destination loyalty. In addition, there exists a mediating effect of perceived value on the relationship between all the dimension of service quality and destination loyalty. The relationships of all the service quality dimensions are partially mediated except tangible facilities dimension which is fully mediated by perceived value. The study recommended that destination managers should focus on what make the tourists feel that the value they received is equal or more than what they expected to create positive tourist loyalty behaviour and enhance destination attractiveness. Thus, high level of perceived value service quality provided can be achieved if government and managers fully understand the key importance of providing quality service and continues evaluating and enhancing the quality of service provided. Keywords: destination loyalty, perceived value, service quality dimensions, destination loyalty, tourism sector.

Customer satisfaction or dissatisfaction is a direct response from the appraisal of service quality (SQ) attributes. The purpose of this study is to discuss and test for interactions in customers’ appraisal of SQ attributes. A theoretical framework was developed to identify the types of interactions between SQ attributes. A survey was then administered to 203 shippers in Singapore. Subsequently, interactions between SQ attributes were empirically tested using customer satisfaction as the outcome criterion. As compared to linear models, the use of interaction models yielded a 10% increase in their explanatory power on customer satisfaction. Interactions between the SQ attributes generated additive, compensatory, or synergistic effect on customer satisfaction. The results imply that satisfaction derived from the appraisal of a SQ attribute is moderated by the perceived performance of other SQ attributes. To optimise customer satisfaction, interaction effects should be considered in the management of service features. This paper is one of the few studies that examines interactions in customers’ appraisal of SQ attributes. The proposed framework contributes to new theories on consumer satisfaction evaluation and SQ management.

Purpose This study aims to explore the dimensions of service quality (SQ) from the perspective of homestay hosts. By examining the viewpoints of homestay hosts, this research seeks to offer a more nuanced understanding of SQ in rural homestay settings that extends beyond the conventional, attribute-based models of SQ prevalent in tourism and hospitality literature. Design/methodology/approach Adopting an inductive qualitative approach, this study uses thematic analysis to explore the perceptions of homestay hosts regarding the factors that contribute to SQ. Data was collected through semistructured interviews with homestay hosts in two rural districts of Himachal Pradesh. Findings The findings highlight that the dimensions of SQ in rural homestays go beyond traditional attribute-based models such as the SERVQUAL and RATER frameworks. While hosts acknowledge the importance of tangible factors, the study reveals that intangible aspects such as host presence, empathy, local knowledge and community engagement play a crucial role in shaping SQ deliverables. These findings challenge conventional SQ models and underscore the need for a more holistic approach to understanding service SQ in rural tourism settings. Research limitations/implications Given the qualitative research approach used in this study, the findings may have limited generalizability to broader contexts. Therefore, further exploration and validation of the identified service quality dimensions through alternative methodologies, such as quantitative or mixed-methods approaches, are encouraged. Practical implications The paper explores the role of community-based practices and local cultural values in shaping SQ, thereby bridging the gap between traditional hospitality models and the emerging realities of rural homestay tourism. From a practical standpoint, this research offers actionable insights for policymakers, tourism managers and homestay operators looking to improve SQ in rural homestays by capturing the SQ dimensions from hosts’ perspective. Social implications In rural Himachal Pradesh, India, homestays have become an essential part of the tourism landscape and the success of these homestays depends heavily on the hosts’ ability to deliver high-quality service, which, in turn, influences guest satisfaction, repeat visits and positive word-of-mouth referrals. This study advocates redesigning interventions for the capacity building of rural homestay owners from a sustainable livelihood perspective. Originality/value This research provides an original contribution by focusing on the SQ dimensions in rural homestays from the host’s perspective – a topic that has been relatively underexplored in extant literature. The study’s findings offer a conceptual expansion of existing SQ models and provide a practical framework for enhancing service delivery in rural homestays. This work fills a significant gap in the literature and offers new insights for both academic research and managerial practice in rural tourism.

This study compares service quality (SERVQUAL) dimensions from customers’ perspectives and examines their impact on customer satisfaction in the mobile service markets of Jordan and Yemen. A questionnaire was distributed to 1400 participants in both countries. Utilizing structural equation modeling (SEM), it was found that the most important SERVQUAL dimensions in the studied countries are: reliability, interaction quality (empathy, assurance, and responsiveness), and tangibles in Jordan; and reliability, assurance-empathy, tangibles, and responsiveness in Yemen. In both samples, SERVQUAL was able to predict customer satisfaction, whereby reliability exerted the strongest effect, and it successfully measured service quality from customers’ perspectives in both countries. Furthermore, the current study provides managers of mobile service operators in both markets with insightful knowledge related to SERVQUAL dimensions and their role in ensuring customer satisfaction. Managing SERVQUAL dimensions relative to consumer needs in targeted markets is essential for business competitiveness and marketing strategies.

This study empirically evaluated two models of service quality pertaining to recreationists who visited a Pacific Northwest National Forest. The use of service quality ratings to measure an agency's provision of recreation services, facilities, information, experiences and so forth has grown substantially over the past decade. Greater examination of an overall measure of service quality is needed, as well as a better understanding of what specific items and service quality dimensions best predict overall service quality. In this study, the dependent variable (overall service quality) was operationalised by creating an index of quality domains. The results showed that the quality items were very good predictors of their respective domains, and that the same items were very good predictors of overall service quality. Overall these models were found to be excellent predictive models that accounted for a very high proportion of the variance. The first model, regressing the quality items on the quality dimensions, accounted for 28–50% of the variance, while about 71% of the variance was accounted for when regressing the quality items on the overall service quality measure. The results of this study add to the body of literature suggesting the use of a multiple-item index as a dependent measure of overall service quality rather than a single-item indicator of overall service quality. Additionally, the service quality items and dimensions used in this study contribute to a larger body of literature focused on developing a model of service quality that can be practically applied in an outdoor recreation setting.

In an effort to provide optimal service, hospitals must consider quality standards involving medical and non-medical aspects. Indonesia, the world's largest Muslim-majority country, faces demand to integrate Islamic values into health care. Although the number of Islamic hospitals continues to grow, there are still challenges in understanding and implementing the quality of Islamic services consistently. This study aims to determine the dimensions of Islamic service quality and its relationship with patient satisfaction in hospitals. This study used the scoping review method with reference to PRISMA guidelines. Article searches were conducted on Google Scholar with the keywords "Islamic Hospital" OR "Sharia Hospital" AND "Quality" OR "Patient Satisfaction". The articles included in the search were then filtered by title and abstract, with inclusion and exclusion criteria limited to the last 10-year period (2014-2023), resulting in 10 articles. Key findings included aspects such as factors affecting patient satisfaction, influence of image and service quality, implementation of sharia quality indicators, and effectiveness of Islamic-based care training. These findings provide valuable insights into the dimensions of Islamic service quality and their impact on patient satisfaction in hospitals. This study described the dimensions of service quality in the context of Islamic hospitals, focusing on Servqual (Responsiveness, Assurance, Empathy, Tangibles, and Reliability). Other factors that affected patient satisfaction were effective communication, hospital image, and implementation of Islamic principles in health services to patients. Islamic hospitals need to prioritise service quality with ServQual, Islamic principles, Islamic-based training, spiritual readiness, sharia supervision, and Islamic-based health service SOPs to improve patient satisfaction.

Exploring Airbnb service quality attributes and their asymmetric effects on customer satisfaction

This research is entitled The Influence of Service Quality and Tourism Products on Loyalty through Tourist Satisfaction in the Selomangleng Cave Tourism, Kediri City, which aims to describe the influence of service quality, tourism products, tourist satisfaction and tourist loyalty in the Selomangleng Cave Tourism, Kediri City, analyzing the quality of services and tourism products. on tourist satisfaction, analyzing the quality of tourism services and products on tourist loyalty, analyzing tourist satisfaction on loyalty, and analyzing the influence of the quality of tourism services and products on loyalty through tourist satisfaction at Selomangleng Cave, Kediri City. The sample in this study was 89 tourists who visited the tourist attraction. Selomangleng Cave. The analysis technique uses path analysis. The results of the analysis show that the quality of tourism services and products has an influence on tourist satisfaction, this means that the quality of tourism services and products is getting better and developing, which has an impact on tourist satisfaction. The quality of tourism services and products influences loyalty, which means that the better the quality of tourism services and products offered will influence tourists to be loyal to tourist destinations. Tourist satisfaction influences tourist loyalty, which means that better tourist satisfaction will influence the level of tourist loyalty. The quality of tourism services and products affects loyalty through tourist satisfaction, which means that loyalty can be increased if the quality of tourism services and products is good, this will create a higher level of tourist satisfaction and have an impact on tourist visits and loyalty.