Individual’s Cultural Orientation and Perceived Service Quality in the Hospitality Industry
سال انتشار: 1398
نوع سند: مقاله ژورنالی
زبان: انگلیسی
مشاهده: 50
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شناسه ملی سند علمی:
JR_IJMAE-6-4_002
تاریخ نمایه سازی: 11 آبان 1402
چکیده مقاله:
The study assessed the effects of individual’s cultural orientation on perceived service quality in the hospitality industry. The study focused on nine (۹) rated hotels (۳ to ۵-star rating) in Ghana. In all, ۶۷۶ clients were selected from these hotels within a period of ۳ months. The dimensions of Hofstede’s model were used in measuring individual’s cultural orientation, whiles SERVQUAL model was also used in measuring perceived service quality. Confirmatory Factor Analysis was run to check for the validity and reliability of the measurement instrument. The study concludes that, low power distance cultural orientation had a positive effect on all the dimensions of perceived service quality of high rated hotels. Low uncertainty avoidance had a positive effect on perceived service assurance, tangibility and responsiveness. It also had a negative effect on perceived service empathy. Low uncertainty avoidance however had no significant effect on perceived service reliability. Individualism cultural orientation had a negative effect on perceived service assurance, reliability, empathy and tangibility of rated hotels. It however had no significant effect on perceived responsiveness. Femininity had a positive effect on perceived assurance and service reliability. For perceived service empathy, tangibility and responsiveness, femininity however, had a negative effect. Finally, short-term cultural orientation also had a positive effect on all the dimensions of perceived service quality.
کلیدواژه ها:
نویسندگان
Courage Kofi Dogbe
School of Management, Jiangsu University, ۳۰۱ Xuefu Road Zhenjiang, Jiangsu, P. R. China.
Wisdom Kwabla Pomegbe
School of Management, Jiangsu University, ۳۰۱ Xuefu Road Zhenjiang, Jiangsu, P. R. China.
Sampson Sarsah
School of Management, Jiangsu University, ۳۰۱ Xuefu Road Zhenjiang, Jiangsu, P. R. China.
Charles Otoo
School of Management, Jiangsu University, ۳۰۱ Xuefu Road Zhenjiang, Jiangsu, P. R. China.
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