The effect of technical and functional quality on guests' perceived hotel service quality and satisfaction: A SEM-PLS analysis

CITATION

Ali, F., Hussain, K., Konar, R., & Jeon, H. (2017). The effect of technical and functional quality on guests' perceived hotel service quality and satisfaction: A SEM-PLS analysis. Journal of Quality Assurance in Hospitality & Tourism, 18(3), 354-378.

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ABSTRACT
Numerous models on perceived service quality are discussed in
literature besides SERVQUAL including technical and functional
quality model. Functional quality attributes have been well
studied but studies about technical quality attributes are rather
limited. This article aims to integrate existing frameworks and
propose antecedents towards perceived service quality and
resulting customer satisfaction. A total of 204 questionnaires
were collected from the guests staying at hotels in Malaysia.
Partial least squares (PLS-SEM) method was employed to test
the proposed relationships. Findings from the study support
the significant relationship between functional quality, technical
quality, overall perceived service quality and guest satisfaction.
Furthermore, the first order constructs on the designated
second order constructs support that both functional quality
and technical quality as second order reflective constructs with
five and three first order dimensions respectively. Practical
implications and limitations of the study are discussed in detail.


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