An Analysis of the Transaction-Specific Model in a Full-Service Hotel Setting
Open Access
Author:
Clark, Kathryn Elizabeth
Area of Honors:
Hotel, Restaurant, and Institutional Management
Degree:
Bachelor of Science
Document Type:
Thesis
Thesis Supervisors:
Daniel John Mount, Thesis Supervisor Dr. Breffni M Noone, Thesis Honors Advisor Daniel John Mount, Thesis Supervisor
Keywords:
customer service hotel hospitality transaction-specific
Abstract:
Customer satisfaction and repeat purchasing are topics of widespread debate and study. The purpose of this study is to determine the relative importance of the three components of the Transaction-Specific model as proposed by Parasuraman, Zeithaml, and Berry (1994): product quality, service quality, and value for price paid to guests of a full-service hotel. Based on a survey of guests of a major hotel chain, our results indicate that value is the most influential in determining both a guest’s overall satisfaction and intent to return. Service quality is the second most important, and product quality the least important factor, with both overall satisfaction and intent to return. Although the order remains consistent, value has a much greater relative effect than the other two variables on intent to return.
