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A Study of the Effects of Factors in the Physical Environment of Hotels on Customers’ Perceptions of Service Quality and Loyalty

Difusion date: 
Wed 08 Jan 2014

Service quality can be considered to be the customers’ judgment about an entity’s overall excellence and superiority of service (Clow, Kurtz, Ozment, & Ong, 1997; Zeithaml, 1988). The most important aspects of service quality are tangible and intangible. Tangible aspects that may include building design and décor, ambient conditions, and equipment are considered to have a direct influence on the customer’s perception of service quality. Empirical studies (Wakefield & Blodgett, 1996; Wener, 1985) have been conducted to confirm the effect of ambient conditions, facility aesthetics, and cleanliness on customer perceptions of service quality In a study of leisure activities of customers at professional baseball games, football games, and in casinos, facility aesthetics and cleanliness have been shown to have a positive impact on customers’ perceptions of quality (Wakefield & Blodgett, 1996, 1999). Bitner (1992) found that spatial layout and functionality are particularly salient in complex self-serve settings.

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