Internal service quality, external service quality, employee Satisfaction and customer Satisfaction for Vietnamese hotels: A Theoretical Approach
Main Article Content
Abstract
In recent years, tourist accommodation establishments have been growing in both quantity and quality, making an important contribution to the development of tourism products, socio-economic development in local. Expected to 2020, Vietnam's economy will continue to witness the boom of the accommodation service business with more than 20 million foreign visitors visiting and the outstanding growth of the hotel service industry. The paper aims to examine the relationship between internal service quality, external service quality, and employee & customer satisfaction. Inheriting the domestic and foreign research results about service quality, customer satisfaction, combining the results of interviews with experts, group discussions with hotel administrators and tourists, the article proposed an analytical framework for internal service quality, external service quality, and employee & customer satisfaction for the hotels in Vietnam
Keywords:
Internal service quality, External service quality, Employee satisfaction, Customer satisfaction, Hotel services.
References
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[38] Nguyen Van Tuyen (2013). “Factors creating customer perceived value of hotel service quality (Case study: A Dong hotel in Dalat city)”, Journal of Social Science 6 (178) (2013) 90-104.
[39] Orthodox Tefera, Krishna Kistan Govender, Hotel Ratings, Service Quality, Customer Satisfaction and Loyalty: The Perception of Guests at Ethiopian Hotels. African Journal of Hospitality, Tourism and Leisure, SPECIAL EDITION 5 (3) (2016) 1-23.
[40] H. Nadiri, K. Hussain, Perceptions of service quality in North Cyprus hotels. International Journal of Contemporary Hospitality Management 17 (6) (2005) 469-480.
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[2] Nguyen Thi Thanh Binh, “Tourism accommodation business - difficulties and challenges”, Travel Magazine 2018. (in Vietnamese).
[3] A. Parasurama, V. Zeithaml, L.A. Berry, Conceptual model of service quality and its implications for future research, Journal of Marketing 49 (4) (1985) 41-50.
[4] Panda, K. Tapan, Das, Satyabrat, The Role of Tangibility in Service Quality and Its Impact on External Customer Satisfaction: A Comparative Study of Hospital and Hospitality Sectors, Journal of Marketing Management 13 (4) (2014) 53-59.
[5] Le Hieu Hoc, Dao Trung Kien, Do Kim Du, Impact of service qualtity on customer satisfaction: The case study of 3G services Viettel in Hanoi, Journal of Finance and Marketing Research 100 (110) (2017) 38-39.
[6] K. Newman, "Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank", International Journal of Bank Marketing, 19 (3) (2001) 126-139.
[7] M. Safdar Nazeer, Mohsin Zahid, Malik Faisal Azeem, Internal Service Quality and Job Performance: Does Job Satisfaction Mediate? Journal of Human Resources Management and Labor Studies 2 (1) (2014) 41-65.
[8] J. Reynoso, B.Moores, "Towards the measurement of internal service quality", International Journal of Service Industry Management 6 (3) (1995) 64-83.
[9] E. Susanti, E.T. Sule, H. Sutisna, The Impact of Internal and External Service Quality (A Case Study among Lecturers and Students), Mediterranean Journal of Social Sciences 6 (5) (2015) 77-83.
[10] C. Gro ̈nroos, A service quality model and its marketing implications, European Journal of Marketing 18 (4) (1984) 36-45.
[11] J.M. Getty, K.N. Thompson, A Procedure for Scaling Perceptions of Lodging Quality, Hospitality Research Journal 18 (2) (1994) 75-96.
[12] Nguyen Ho Ngoc Han, Pham Huynh Mai Thanh, Pham Ngoc Thuy, “The impact of quality of service and the transformation barrier on customer loyalty - The hospitality industry”, Journal of Science and Technology Development 14 (2) (2011) 65-72.
[13] R.A. Spreng, R.D. Mackoy, "An empirical examination of a model of perceived service quality and satisfaction, Journal of Retailing" 72 (2) (1996) 201-214.
[14] E. Gummesson, “The New Marketing: Developing Long-term Interactive Relationships”, Long Range Planning 20 (4) (1987) 10-20.
[15] Y.C. Lee, Y.C. Wang, C.H. Chien, C.H. Wu, S.C. Lu, S.B. Tsai, W. Dong, Applying revised gap analysis model in measuring hotel service quality, SpringerPlus 5 (1) (2016): 1191.
[16] N.M. Stefano, N.C. Filho, R. Barichello, A.P. Sohn, A Fuzzy SERVQUAL Based Method for Evaluated of Service Quality in the Hotel Industry, Procedia CIRP 30 (2015) 433-438.
[17] N. Hue Minh, N. Thu Ha, P. Chi Anh, Y. Matsui, Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam, Asian Social Science 11 (10) (2015) 73-85.
[18] B. Stauss, “Internal services: classification and quality management”, International Journal of Service Industry Management 6 (2) (1995) 62-78.
[19] Hallowell, “Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management”, Human Resource Planning 19 (2) (1996) 20-31.
[20] L.A. Schlesinger, J.L. Heskett, Enfranchisement of Service Workers, California Management Review, Vol 33 No.4, pp. 83–100.
[21] Gremler, D., Jo Bitner, M. and Evans, K. (1994), "The Internal Service Encounter", International Journal of Service Industry Management 5 (2) (1991) 34-56.
[22] W.E. Sasser, S.P. Arbeit, Selling jobs in the service sector, Business Horizons 19 (3) (1976) 61-65.
[23] F. Frost, M. Kumar, "Service quality between internal customers and internal suppliers in an international airline", International Journal of Quality & Reliability Management 18 (4) (2001) 371-386.
[24] G. Kang, J. Jame, K. Alexandris, "Measurement of internal service quality: application of the SERVQUAL battery to internal service quality", Managing Service Quality: An International Journal 12 (5) (2002) 278-291.
[25] A.F. Frederick, K. Mukesh, Service quality between internal customers and internal suppliers in an international airline, International Journal of Quality & Reliability Management 18 (4) (2001) 371-386.
[26] J.P. Bower, J.G.M. Cutting, A.B. Truter, Container atmosphere, as influencing some physiological browning mechanisms in stored Fuerte avocados, Acta Hort 269, 1990, pp.315-321.
[27] D.D. Gremler, J. Binter, K.R. Evans, “The Internal Service Encounter”, International Journal of Service Industries Management 5 (3) (1994) 34-56.
[28] B. Billy, B.K. Pearl, S. Gail, S. Skip, Job satisfaction, organizational commitment, and internal service quality: a case study of Las Vegas hotel/Casino industry, Journal of Human Resources in Hospitality & Tourism 5 (2) (2006) 37-54.
[29] W.J. Chen, Factors influencing internal service quality at international tourist hotels, International Journal of Hospitality Management 35 (2013) 152-160.
[30] P. Vesel, V. Zabkar, Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program, Journal of Retailing and Consumer Services 16 (5) (2009) 396-406.
[31] C.H.J. Wu, R.D. Liang, Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants, International Journal of Hospitality Management 28 (4) (2009) 586-593.
[32] L. Nilsson-Witell, A.Fundin, "Dynamics of service attributes: a test of Kano's theory of attractive quality", International Journal of Service Industry Management 16 (2) (2005) 152-168.
[33] J.T. Bowen, S. Shoemaker, Loyalty: A strategic commitment, Cor-nell Hotel & Restaurant Administration Quarterly 39 (1998) 12-25.
[34] Nguyen Quoc Nghi, Phan Van Phung, "Factors affecting customer satisfaction with the hotel system in Can Tho city", Journal of Science 18 (2011) 258-266.
[35] Al-Msallam, Samaan, Customer Satisfaction and Brand Loyalty in the Hotel Industry, International Journal of Management Sciences and Business Research 4 (2015) 232-251.
[36] J.Y. Lai, C.Y. Chou, A strategic approach of internal service quality for improving employees’ job satisfaction in e-business, 2008.
[37] Trinh Tu Anh, Le Thi Phuong Linh, “Building a model to measure employee satisfaction in work at the airport - Pleiku Airport", Science journal Open University HCMC 40 (1) (2008) 42-49. (in Vietnamese).
[38] Nguyen Van Tuyen (2013). “Factors creating customer perceived value of hotel service quality (Case study: A Dong hotel in Dalat city)”, Journal of Social Science 6 (178) (2013) 90-104.
[39] Orthodox Tefera, Krishna Kistan Govender, Hotel Ratings, Service Quality, Customer Satisfaction and Loyalty: The Perception of Guests at Ethiopian Hotels. African Journal of Hospitality, Tourism and Leisure, SPECIAL EDITION 5 (3) (2016) 1-23.
[40] H. Nadiri, K. Hussain, Perceptions of service quality in North Cyprus hotels. International Journal of Contemporary Hospitality Management 17 (6) (2005) 469-480.
[41] M. Levy, B. Weitz, Retailing Management. 7th edn, New York: McGraw-Hill Irwin, 2009.
[42] P. Kotler, G. Armstrong, Principles of Marketing, 13th edn, London: Pearson, 2010.