TY - JOUR
T1 - The impact of customization and reliability on customer satisfaction in the U.S. Lodging Industry
AU - Gagnon, Gary B.
AU - Roh, Yae Sock
PY - 2008
Y1 - 2008
N2 - This study examines the relationship between customers' perceptions of Reliability, Customization, Overall Quality, and Customer Satisfaction in the US lodging market. The American Customer Satisfaction Index (ACSI) provides the secondary data for this research. The results provide evidence that US hotel guests are satisfied with the Overall Quality of their hotel experiences and that Overall Quality, Customization, and Reliability all have significant, positive impacts on Customer Satisfaction. This study also confirms the discriminate validity of Customization and Reliability perceptions on overall Customer Satisfaction and provides broad-based support for the contention that Customization is relatively more important than Reliability in impacting Customer Satisfaction in the US lodging market.
AB - This study examines the relationship between customers' perceptions of Reliability, Customization, Overall Quality, and Customer Satisfaction in the US lodging market. The American Customer Satisfaction Index (ACSI) provides the secondary data for this research. The results provide evidence that US hotel guests are satisfied with the Overall Quality of their hotel experiences and that Overall Quality, Customization, and Reliability all have significant, positive impacts on Customer Satisfaction. This study also confirms the discriminate validity of Customization and Reliability perceptions on overall Customer Satisfaction and provides broad-based support for the contention that Customization is relatively more important than Reliability in impacting Customer Satisfaction in the US lodging market.
KW - ACSI
KW - Customer satisfaction
KW - Customization
KW - Lodging
KW - Reliability
UR - http://www.scopus.com/inward/record.url?scp=71449085054&partnerID=8YFLogxK
U2 - 10.1080/15280080802080276
DO - 10.1080/15280080802080276
M3 - Article
AN - SCOPUS:71449085054
SN - 1528-008X
VL - 8
SP - 60
EP - 78
JO - Journal of Quality Assurance in Hospitality and Tourism
JF - Journal of Quality Assurance in Hospitality and Tourism
IS - 3
ER -