[雙語(yǔ)翻譯]酒店管理外文翻譯-- 酒店行業(yè)服務(wù)質(zhì)量管理與顧客滿意度及行為意向的相關(guān)研究（原文）

1、2010 International (Summer) Conference on Asia Pacific Business Innovation service quality is positively related to behavioral intentions, customer satisfaction is positively related to behavior intentions. Similarly,

2、 customer satisfaction works as mediator between service quality and behavior intentions of the customers. The model is tested in an empirical study with data from a survey 243 Asian, European and American customers wh

3、o were staying at luxury and medium size hotel in Nepal. Regarding with quality management, 120 employees were taken as sample under luxury and medium size hotels in Nepal considering different dimensions of quality m

4、anagement. Findings: Among four hypotheses, service quality has positively associated with behavior intentions of the customer in the hotel. Service quality has not relationship with customer satisfaction. Customer sa

5、tisfaction has not direct relationship with behavior intentions of the customer but customer satisfaction has worked as mediator between customer service quality and behavior intentions of the customer in the hotel ind

6、ustry. Research limitations/implications: Future research should consider on age, gender, and nationality affect the service quality and satisfaction and behavior intentions of the customer in the hotel industry. Or

7、iginality/value: The research provides valuable insights into quality management dimension, service quality dimension, customer satisfaction and their behavior intentions. Keywords: Quality management, services quality

8、, customer satisfaction, Ladhari, 2009). There is strong evidence in academic research that supports service 2010 International (Summer) Conference on Asia Pacific Business Innovation p.98). Terzivoski (2007) describes

9、 Total quality management (TQM) is a new way of thinking about the management of the organizations and comprehensive way to improve total organization performance and quality (p.415). Quality management includes leade

10、rship, people management, customer focus, strategic planning, information analysis, process management (Terzivoski, 2007) and empowerment (Erstad, 1997). Mehra et al. (2001) identified five element of quality managemen

11、t which includes human resource management, management structure, quality tools, supplier support, and customer orientation. Regarding with quality improvement, Mehra et al. (2001) show four areas of quality improveme

12、nt which are customer focus, process focus, innovation focus and environment. The end aim of application of quality management in the organization is to successfully provide service quality to the target customer to bu

13、ild positive behavior intentions (Lahari, 2009). Service quality increases customer satisfaction, improve customer retention, increase positive word of mouth and increase financial performance (Rust 1993). Olurunniw

14、o, Hsu & Hd (2006) show that service quality is the stronger drive increasing positive behavior intentions of the customer, service satisfaction has an indirect effects to customer behavior intentions comparison w

15、ith the direct effects of satisfaction (p.68). Mehra & Ranganathan (2008) show successfully adaptation of quality management has positively impact of customer satisfaction and organization focuses on quality manage

16、ment increase business performance (p.923). Gupta et al.(2005) show three dimension of quality management and also show quality management has positively correlated with leadership team, organization culture and emplo

17、yee commitment. These three quality constructs have positively linked with improving business process and improve quality services (p.398). 2.2 Service quality and customer satisfaction Service quality is the gap betw

18、een expectation and perception in quality service received by customer Parasuraman et al. (1988). Perceived service quality is measured in the actual performance of quality received by the customers. Parasuraman et al.

19、 (1988) show the relationship between service quality and customer satisfaction by using five dimensions of quality. Saha (2009) shows service quality is the significant determinant of customer satisfaction and qualit

20、y of service satisfaction affects such a behavior intentions of the customer (p.367). Service quality is the cognitive assessment in each service performance however, satisfaction is the sum total customer' evaluat

21、ion of the services. Inconsistent is in the definition in the service quality. Gronros (1984) service quality is divided under two dimensions. The first one is functional quality which explains the process of servic

22、e delivery. The second is technical quality which what customers' receive from actual service performance. Parsuraman et al. (1988) introduced five dimensions of service quality which is known as SERVQUAL model. It

23、 includes tangibility, reliability, responsiveness, assurance and empathy. Akin (1995) identified seven dimensions of service quality which include courtesy and competence, communication and transactions, tangibles, k