Multidimensional scaling analysis in the determination of hotel quality dimensions–patagonia, argentina

Journal of Quality Assurance in Hospitality and Tourism

Volumn 4, Issue 1-2, 2003, Pages 111-128

  Tamagni, Lucãa ^a   Micheli, Elda ^b   Zanfardini, Marina ^c  

^a Universidad Nacional del Centro   (United States)

^b UNIVERSITY OF CINCINNATI   (United States)

^c Universidad Nacional del Comahue   (United States)

Author keywords

Cluster analysis; Dimensionality; Hotels; Multidimensional scaling (mds) analysis; Service quality

Indexed keywords

EID: 85000758408     PISSN: 1528008X     EISSN: 15280098     Source Type: Journal    
DOI: 10.1300/J162v04n01_06     Document Type: Article

References (17)

1. Akan, P. 1995. Dimensions of service quality: a study in Istanbul. Managing service quality, 5 6: 39 – 49.
2. Ekinci, Y. and Riley, M. 1998. A critique of the issues and theorical assumptions in service quality measurement in the lodging industry: Time to move the goal-posts?. International Journal of Hospitality Management, 17: 349 – 362.
3. Ekinci, Y. and Riley, M. 2001. Validating quality dimensions. Annals of Tourism Research, 28 1: 202 – 223.
4. Getty, J. M. and Thompson, K. N. 1994. The relationship between quality, satisfaction and recommending behavior in lodging decisions. Journal of Hospitality and Leisure Marketing, 2 3: 3 – 21.
5. Grönroos, Christian. 1984. A service quality model and its marketing implications. European Journal of Marketing, 18 4: 36 – 44.
6. Johns, N., Lee-Ross, D. and Ingram, H. 1997. A study of service quality in small hotels and guesthouses. Progress in Tourism and Hospitality Research, 3: 351 – 366.
7. Knutson, B., Stevens, P., Wullaert, C. and Yokoyoma, F. 1990. LODGSERV: a service quality index for the lodging industry. Hospitality Review Journal, 14: 227 – 284.
8. Lambin, Jean J. 1995. Marketing Estratégico, Tercera Edición, Madrid: McGraw Hill.
9. Llosa, S., Chandon, J. L. and Orsingher, C. 1998. An empirical study of SERVQUAL's dimensionality. The Service Industries Journal, 18 2: 16 – 44.
10. Malhotra, Narres K. 1997. Investigación de Mercados. Un enfoque práctico Segunda Edición, México: Prentice Hall.
11. Mardia, K. V., Kent, J. T. and Bibby, J. M. 1979. Multivariate Analysis, Academic Press.
12. Parasuraman, A., Berry, L. L. and Zeithaml, V. A. 1988. SERVQUAL, a multipleitem scale for measuring customer perceptions of service quality. Journal of Marketing, Journal of Retailing, 64: 12 – 40. Spring.
13. Parasuraman, A., Berry, L. L. and Zeithaml, V. A. 1991. Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67: 421 – 450. Winter.
14. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing, 49: 41 – 50. Fall.
15. Saleh, F. and Ryan, C. 1992. Analyzing service quality in the hospitality industry using the SERVQUAL Model. The Service Industries Journal, 11 3: 324 – 343.
16. Tamagni, L. and Settembrino, O. 2000. Marketing y calidad de los servicios en el transporte aéreo. Caso Patagonia, Argentina: Universidad Nacional del Comahue. Research Report, Facultad de Turismo.
17. Tsang, N. and Qu, H. 2000. Service Quality in China's hotel industry: a perspective from tourists and hotel managers. International Journal of Contemporary Hospitality Management, 12 5: 316 – 326.