The effect of self-service technology of the service quality on customer loyalty for Resort hotels in Taiwan- customer satisfaction as mediator

Abstract

With the development of information technology, the setting of self-service technology has become popular. Personnel service has been gradually replaced by self-service technology, the hotel industry is gradually moving towards intelligence and self-service technology in Taiwan.This study aims to explore the impact of self-service technology of service quality on customer loyalty. From the perspective of customer satisfaction, the purpose of this study expects to help resort hotels enhance the service quality in using hotel self-service technology. There are five dimensions of service quality utilized by the "SERVQUAL" evaluation scale: tangibility, empathy, reliability, responsiveness and credibility. Amos22.0 is applied for data analysis with descriptive analysis, correlation analysis and mediating effect test analysis.Empirical implications: the service quality of self-service technology in resort hotels is positively related to customer satisfaction. Customer satisfaction roles a perfectly mediator between service quality of hotel self-service technology and customer loyalty. In order to improve customer satisfaction and achieve customer loyalty, it provides recommendation for future development of resort hotel self-service technology.