Showing papers on "Service quality published in 2010"
TL;DR: It is confirmed that trust, perceived service quality, perceived customer value, including functional value and emotional value, contribute to generating customer satisfaction with MIM and that age, gender, and usage time have moderating effects.
1,000 citations
TL;DR: The results show that IS service quality is the most influential variable in this model (followed by information quality and system quality, thus highlighting the importance of IS servicequality for organizational performance), and the structural equation model exhibits a good fit with the observed data.
Abstract: Increased organizational dependence on information systems drives management attention towards improving information systems' quality. A recent survey shows that ''Improve IT quality'' is one of the top concerns facing IT executives. As IT quality is a multidimensional measure, it is important to determine what aspects of IT quality are critical to organizations to help Chief Information Officers (CIOs) to devise effective IT quality improvement strategies. In this research, we model the relationship between information systems' (IS) quality and organizational impact. We hypothesize greater organizational impact in situations in which system quality, information quality and service quality are high. We also hypothesize a positive relationship between system quality and information quality. We test our hypotheses using survey data. Our structural equation model exhibits a good fit with the observed data. Our results show that IS service quality is the most influential variable in this model (followed by information quality and system quality), thus highlighting the importance of IS service quality for organizational performance. This paper contributes theoretically to IS success models through the system quality-to-information quality and IS quality-to-organizational impact links. Implications of our results for practice and research are discussed.
767 citations
TL;DR: In this paper, the authors examined the relationships between three determinants of quality dimensions (predictors): food, service, and physical environment), price (moderator), and satisfaction and behavioral intention (criterion) in quick-casual restaurants.
Abstract: This study examined the relationships between three determinants of quality dimensions (predictors: food, service, and physical environment), price (moderator), and satisfaction and behavioral intention (criterion) in quick-casual restaurants. Despite the importance of foodservice quality, academics and managers know relatively little about how the combined effects of quality (food, service, and physical environment) elicit customer satisfaction which, in turn, affects behavioral intention. Hierarchical multiple regression analysis with interactions showed that quality of food, service, and physical environment were all significant determinants of customer satisfaction. In addition, perceived price acted as a moderator in the satisfaction formation process. Finally, the results indicated that customer satisfaction is indeed a significant predictor of behavioral intention. The findings may provide restaurateurs with a guideline for enhancing customer satisfaction and behavioral intention level.
594 citations
TL;DR: In this paper, the authors investigated the relationship between perceived service quality, satisfaction, trust, and loyalty in e-commerce settings in two cultures (Malaysia and Qatar) at the level of construct dimensions.
Abstract: Purpose – The paper aims to empirically investigate the relationship between perceived service quality, satisfaction, trust, and loyalty in e‐commerce settings in two cultures – Malaysian and Qatari – at the level of construct dimensions.Design/methodology/approach – A survey method approach was used in this study. To test the dimensionality of the perceived service quality, all 20 items were analyzed using oblique rotation and varimax rotation. The hypotheses were tested using the structural equations modeling and general linear model of univariate analysis of variance.Findings – Perceived service quality was found to have a significant impact on customer satisfaction. In turn customer satisfaction was found to have a significant effect on trust. Both customer satisfaction and trust have significant effects on loyalty through word of mouth (WOM) while WOM is an antecedent of repeat visits or repurchase intentions. Interestingly, trust does not directly influence the latter. With the exception of the effe...
490 citations
TL;DR: In this paper, the authors investigated the relationship between perceived quality and satisfaction/loyalty, and the role of customer perceptions of atmospherics in an ethnic restaurant segment, and found that good employee service can be more effective for increasing the satisfaction and loyalty of customers with a low perception of the atmosphere compared to those with a higher perception.
454 citations
TL;DR: In this paper, the conceptual validity of customer experience as a construct and a model which integrates interpersonal relationships, service quality and brands is proposed, which overcomes many problems associated with static, partial measures of service quality.
Abstract: Purpose
– This paper aims to critically assess the conceptual validity of customer experience as a construct and propose a model which integrates inter‐personal relationships, service quality and brands.
Design/methodology/approach
– A critical review of literature is structured around the key components of brands, relationships, quality, emotions and perceptions, viewed from a consumer's perspective.
Findings
– Paradoxes in use of the term customer experience are noted. As a verb, experience describes a process of learning, leading to learned response, but as a noun emphasises novelty and the lack of predictable, learned response. By incorporating emotions and perceptual distortion over time, customer experience overcomes many problems associated with static, partial measures of service quality.
Research limitations/implications
– Academic coverage of the subject of customer experience remains fragmented. Approaches to its measurement are suggested and their limitations noted. The multi‐dimensional, situation‐specific nature of customer experience favours qualitative rather than quantitative measurement approaches.
Practical implications
– The unique nature of customer experience, which is specific to a customer, at a specific time and location, in the context of a specific event, limits its managerial usefulness for planning and control purposes. Many companies have seen customer experience management (CEM) as a successor to customer relationship management (CRM). However, issues of inter‐functional integration become an even greater challenge.
Originality/value
– This paper has provided a critical review of an emerging topic and suggested that despite academic interest in the concept, practical application of customer experience management may be difficult to achieve.
426 citations
TL;DR: In this article, the authors examined whether quality dimensions have an impact on perceived value, which, in turn, affects satisfaction and loyalty, in the context of the Punggi Ginseng festival.
411 citations
TL;DR: One of the major findings of this study is that although less perceived risk may lead to a favorable perception of web service quality, it does not necessarily translate to customer satisfaction, or positive behavioral intentions.
406 citations
TL;DR: In this article, the authors examined how service companies can effectively influence customer patronage behaviors by leveraging overall customer satisfaction, trust and relationship commitment, and showed that relationship commitment just enhances retention and exclusivity while trust directly influences service usage and crossbuying.
Abstract: Relationship maintenance (customer retention and exclusivity) and development (increased service usage and cross-buying) are top priorities in Customer Relationship Management. This paper examines how service companies can effectively influence customer patronage behaviors by leveraging overall customer satisfaction, trust and relationship commitment. Using a longitudinal design over a two-year period, we merge survey metrics with actual patronage behaviors taken from a bank’s database. We show that relationship commitment just enhances retention and exclusivity while trust directly influences service usage and cross-buying. As a consequence, trust appears to be highly critical for service relationship development and company profits. Furthermore, trust and relationship commitment mediate the entire impact of satisfaction which appears as a necessary but not sufficient condition for relationship maintenance and development. Satisfaction, and more generally service evaluations, must be efficiently converted into trust and relationship commitment before providing business results. Finally, we establish the temporal antecedence and the predictive power of trust and relationship commitment. Relationship commitment in year t predicts the number of service providers in year t + 1 (exclusivity vs. polygamy), while trust in year t predicts the number of bank products (cross-buying) as well as the service usage level in year t + 1. We then discuss managerial implications for customer relationship maintenance and development.
387 citations
TL;DR: In this paper, the authors examined the relationship among employee loyalty, service quality, customer satisfaction, customer loyalty and firm profitability and found that employee loyalty is significantly related to service quality and negatively impacts customer satisfaction and customer loyalty.
385 citations
TL;DR: In this article, the mediation effect of customer satisfaction on the service quality and customer loyalty relationship is also examined, and the authors investigate crucial factors that lead to customer loyalty in the mobile telephony sector in Greece.
Abstract: Purpose – The purpose of this paper is to investigate crucial factors that lead to customer loyalty in the mobile telephony sector in Greece, namely service quality and customer satisfaction. Furthermore, the mediation effect of customer satisfaction on the service quality and customer loyalty relationship is also to be examined.Design/methodology/approach – Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. The main research target sample consisted of residential non‐business mobile phone users in Greece. Reliability tests and statistical analyses were performed to both confirm scale validity and reliability and answer the research questions.Findings – Customer service, pricing structure and billing system are the service quality dimensions that have the more significant positive influence on customer satisfaction, which in turn has a significant positive impact on customer loyalty. The mediation role of customer satisfaction on the se...
TL;DR: In this article, the authors evaluate how bus users perceive the quality of their public transport service and find that the perception of quality varies according to the available information, and that there tends to be more criticism towards variations in overall quality until the users are stimulated into thinking more deeply about other influential variables.
TL;DR: In this article, the authors developed a conceptual model to examine the relationships among e-service quality, consumer satisfaction, attitudes towards the web site and behavioural intentions in the context of content-driven web sites.
Abstract: Purpose – The objective of this paper is to develop a conceptual model to examine the relationships among e‐service quality, consumer satisfaction, attitudes towards the web site and behavioural intentions in the context of content‐driven web sites.Design/methodology/approach – Data from an online survey of 518 consumers were collected with the partial least squares (PLS) structural equation modelling technique used to empirically test the model.Findings – Findings suggest that positive evaluations of e‐service quality influences positive levels of consumer satisfaction, consumer attitudes towards the web site and behavioural intentions within the specific service context of content‐driven professional sports web sites.Research limitations/implications – The study specifically focuses on content‐centric web sites within a single service domain being professional sport. Future research can apply the framework to other service sectors on the internet, as well as to other cultural settings.Practical implicat...
TL;DR: In this article, the authors evaluated the impact of service quality on customer loyalty among bank customers in Penang, Malaysia with customer satisfaction mediating these variables and found that improvement in service quality can enhance customer loyalty.
Abstract: The emergence of new forms of banking channels such as Internet banking, Automated Teller Machines (ATM), phone banking and also maturing financial market and global competition have forced bankers to explore the importance of customer loyalty. Therefore, studies need to focus on the changing role of the banking system and its dynamic financial market. The underlying model of SERVQUAL (Parasuraman et al., 1988) with five dimensions was used by this research to evaluate the impact of service quality on customer loyalty among bank customers in Penang, Malaysia with customer satisfaction mediating these variables. The findings show that improvement in service quality can enhance customer loyalty. The service quality dimensions that play a significant role in this equation are reliability, empathy, and assurance. The findings indicate that the overall respondents evaluate the bank positively, but still there are rooms for improvements.
TL;DR: In this article, the authors conducted a field research to determine the quality of services offered by Sepah Bank, and also to study the relationship between the service quality, satisfaction and loyalty.
Abstract: The present research was conducted in a bank in Tehran, Iran, in 2009/2010. This report is the outcome of a field research, which aimed to determine the quality of services offered by Sepah Bank, and also to study the relationship between the service quality, satisfaction and loyalty. In this research, the service quality standard model has been used for evaluation of service quality, Gremler and Brown (1996) model with some revision was used for evaluating the loyalty, and the instrument offered by Bitner and Hubbert (1994) was used for evaluation of customer satisfaction. The focus of this research is a Sepah Bank branch around Fatemi St., Tehran, Iran, and 147 customers of this bank were sampled. The results of this research show that in all aspects, customers’ expectation, are higher than their perceptions of the Bank’s operation, and in fact the quality of offered services is low. Besides, this research findings show that the customer satisfaction plays the role of a mediator in the effects of service quality on service loyalty. These findings are further explored.
TL;DR: In this paper, the effects of service quality and satisfaction on consumer behavioral intentions, namely word-of-mouth, site revisit, and purchase intentions in the context of internet shopping, were examined.
Abstract: Purpose – The purpose of this paper is to examine the effects of service quality and satisfaction on three consumer behavioral intentions, namely word‐of‐mouth, site revisit, and purchase intentions in the context of internet shopping.Design/methodology/approach – To achieve this objective 240 online interviews were carried out (response rate 24 percent) from a randomly generated sample of 1,052 online shoppers using the database of a leading Internet provider in Greece as the sample frame.Findings – Data analysis involved the comparison of three rival models using structural equations modeling. The prevailed model reveals that e‐service quality has a positive effect on e‐satisfaction, while it also influences, both directly and indirectly through e‐satisfaction, the consumer's behavioral intentions, namely site revisit, word‐of‐mouth communication and repeat purchase.Research limitations/implications – The results confirm that cognitive evaluations precede emotional responses and that quality is a strong...
TL;DR: In this paper, a model of the relationships between service quality, core product quality, game and service satisfaction, and behavioral intentions is proposed and tested, and the results in both Japan and the United States indicate that game atmosphere was a strong predictor of game satisfaction whereas stadium employees and facility access were the major antecedents of service satisfaction.
Abstract: Sport marketing researchers have generally studied two types of satisfaction at sporting events: game satisfaction and service satisfaction. One gap in the literature is studying the two types together. A model of the relationships between service quality, core product quality, game and service satisfaction, and behavioral intentions is proposed and tested. Data were collected from spectators at a professional baseball game in Japan (n = 283) and at two college football games in the United States (n = 343). The results in both Japan and the United States indicate that game atmosphere was a strong predictor of game satisfaction whereas stadium employees and facility access were the major antecedents of service satisfaction. Game satisfaction had a significant impact on behavioral intentions across the two settings, although the service satisfaction-behavioral intentions relationship was significant only in Japan. The research findings, managerial implications, limitations, and directions for future researc...
TL;DR: In this paper, the authors measure the brand equity of service firms (luxury hotels) using a customer perspective, identify factors that predict customers' brands relationships and explore the links between service brand equity and employee brand commitment.
Abstract: Purpose – The aims of this article are to measure the brand equity of service firms (luxury hotels) using a customer perspective, to identify factors that predict customers’ brands relationships and to explore the links between service brand equity and employee brand commitmentDesign/methodology/approach – Two surveys were conducted to achieve the research objectives. The first survey objective was to measure brand equity using a sample of 250 international customers of five‐star hotels in Bangkok. The second survey objective was to collect information regarding employee brand commitment in each selected hotel using a sample of 250 employees.Findings – Results show that hotels belonging to the same category have different brand equity and that brand differentiation and brand trust are the variables that have the major influence on customer brand relationships. Perceived service quality and associations related to hotel core services are not related to brand relationships. High hotel brands equity have a s...
TL;DR: In this article, the authors determined which factors influence relationship quality and customer loyalty formation in the chain restaurant industry and examined the connections between relationship quality, customer satisfaction, and relationship quality with respect to loyalty.
Abstract: The focus of this research was the chain restaurant industry, and its purpose was to (1) determine which factors influence relationship quality and customer loyalty formation and (2) examine the connections between relationship quality and loyalty. Based on the literature review, five dimensions influence restaurant patrons’ behavior: food quality, service quality, price, location, and environment. Theoretical relationships between attributes influencing patrons’ behavior, relationship quality, and loyalty were derived from the literature review. Data analysis indicated that these five attributes influence loyalty formation, with impact mediated by relationship quality. They also influence customer satisfaction, with satisfaction influencing loyalty formation directly and indirectly via trust. Furthermore, service quality was the only attribute to directly and indirectly affect trust, and its effect is stronger than that of any other attribute. Managerial implications are discussed.
01 Jan 2010
TL;DR: In this paper, the authors focused on the measurement of customer satisfaction through delivery of service quality in the banking sector in Malaysia, and a quantitative research was used to study the relationship between service quality dimensions and customer satisfaction.
Abstract: —In any business–to-customer (B2C) type of environment, satisfying a customer is the ultimate goal and objective. More often than not, it can be quite an issue. This is perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customer's mind. As such, this predicament has provided as a challenging task to most business conglomerates that places strong emphasis on customer relations. Although many researches and studies were conducted on the actual working of the customer's mind, till today it is a still a mystery. Therefore, this research focused on the measurement of customer satisfaction through delivery of service quality in the banking sector in Malaysia. A quantitative research was used to study the relationship between service quality dimensions and customer satisfaction. Assurance has positive relationship but it has no significant effect on customer satisfaction. Reliability has negative relationship but it has no significant effect on customer satisfaction. Tangibles have positive relationship and have significant impact on customer satisfaction. Empathy has positive relationship but it has no significant effect on customer satisfaction. Responsiveness has positive relationship but no significant impact on customer satisfaction. The study highlights implications for marketers in banking industry for improvement in delivery of service quality.
TL;DR: It appears that a majority of the students in the two countries, irrespective of the differences in their perceptions of online support service quality, believe that the acceptance of online classes would benefit them.
Abstract: This paper examines potential differences between Korean and American students in terms of their perception levels regarding online education support service quality, online learning acceptance, and satisfaction. Eight hundred and seventy-two samples, which were collected from students in online classes in the United States and Korea, were analyzed using factor analysis, structural equation model techniques, independent sample t-test, and logistic regression. The following results were obtained from this analysis: 1) There were significant differences between the perceptions of Korean and US students with regard to online education support service quality. In this context, Korean students held a significantly higher perception of online support service quality. 2) Perception of online support service quality was a significant predictor of online learning acceptance and satisfaction for both Korean and American students. It appears that a majority of the students in the two countries, irrespective of the differences in their perceptions of online support service quality, believe that the acceptance of online classes would benefit them.
TL;DR: A scale that can be used to measure health service quality in Malaysian contexts is successfully developed and tested, and indicates a moderate negative quality gap for overall Malaysian private healthcare service quality.
Abstract: Purpose – This paper seeks to develop and test the SERVQUAL model scale for measuring Malaysian private health service quality.Design/methodology/approach – The study consists of 340 randomly selected participants visiting a private healthcare facility during a three‐month data collection period. Data were analyzed using means, correlations, principal component and confirmatory factor analysis to establish the modified SERVQUAL scale's reliability, underlying dimensionality and convergent, discriminant validity.Findings – Results indicate a moderate negative quality gap for overall Malaysian private healthcare service quality. Results also indicate a moderate negative quality gap on each service quality scale dimension. However, scale development analysis yielded excellent results, which can be used in wider healthcare policy and practice.Research limitations/implications – Respondents were skewed towards a younger population, causing concern that the results might not represent all Malaysian age groups.O...
TL;DR: In this paper, the authors examined the effect of experience on the association between relational benefits and relationship quality, and between relationship quality and loyalty, using a national sample of 376 service consumers and nine service industries.
Abstract: Purpose – Although customer relationships transpire through a process of time, encounters and experience, few studies have examined the dynamics of service relationships. This paper aims to address this issue by examining the effect of experience on the association between relational benefits and relationship quality, and between relationship quality and loyalty.Design/methodology/approach – Using a national sample of 376 service consumers and nine service industries, the study examines whether the impact of relationship benefits on perceptions of satisfaction, trust and commitment, and ultimately customer loyalty, differs significantly between novice and experienced customer cohorts.Findings – The results indicate significant differences between novice and experienced cohorts. Specifically, the impact of confidence, social and special treatment benefits on perceptions of satisfaction, trust and commitment, and ultimately customer loyalty, differ significantly based on a customer's level of relationship e...
TL;DR: In this article, a survey instrument tailored to the performing arts was administered to a sample of 250 past and present performing arts audience members, with responses examined using structural equation modeling, finding that repurchase intention is largely based on satisfaction mediated by perceived value.
Abstract: Purpose – Organizations must base success on consumer retention predicated on the consumer's desire to repurchase. Some organizations, such as those providing emotionally charged and complex services in the performing arts, find this difficult. Knowledge of the role of emotions in customer judgments is negligible. The relationship of core service quality and peripheral quality on repurchase intent is also understudied. This paper aims to model and test the interrelationship of these constructs in predicting repurchase intention in a performing arts context.Design/methodology/approach – A survey instrument tailored to the performing arts was administered to a sample of 250 past and present performing arts audience members, with responses examined using structural equation modeling.Findings – Results indicate repurchase intention is largely based on satisfaction mediated by perceived value. Core service quality, appraisal emotion and peripheral service quality influence perceived value for time and money, w...
01 Jan 2010
TL;DR: In this article, the authors used SERVQUAL to analyze the gap between perceptions and expectations of the customer concerning with the service at retail units in the South Indian state of Andhra Pradesh.
Abstract: Service Quality within retail units is pivotal for satisfying customers, retaining them and creating loyalty amongst customers. This research uses SERVQUAL to analyze the gap between perceptions and expectations of the customer, concerning with the service at retail units in the South Indian state of Andhra Pradesh. Customer Satisfaction level is assessed for the services offered at select retail units in the city of Hyderabad. Five dimensions in service quality (servqual), tangibility, reliability, responsiveness, empathy, and assurance (Parasuraman, Zeithaml, &Berry, 1985) have been considered for this empirical research. General purpose of this research to know some factors that impact customer satisfaction. The purpose are (1) to describe applied of service quality (servqual) dimension in retail Business (2) to know service quality (servqual) dimensions that make customers satisfied, and (3) to know service quality (servqual) dimensions that are dominant in influencing customer satisfaction. The research methodology was carried out in a survey crosssectional applied to 369 respondents. The data obtained was analyzed by using reliability method, correlation and regression. Result of research showed that services offered by retail units have positive impact and are significant in building customer satisfaction. Findings of this empirical research reiterate the point of view that Service Quality dimensions are crucial for customer satisfaction in retailing – a burgeoning sector with high growth potential and opportunities in fast growing economies like India’s.
TL;DR: In this paper, the authors used a survey and interview technique to accumulate information for analysis using SPSS version 12 and was conducted at different four and five-star hotels in New Delhi involving hotel guests agreeing to participate.
Abstract: Purpose – The aim of the study is to assess the service quality perception of customers of luxury hotels, New Delhi in India and to help the hotel management identify areas that need attention to meet and exceed customer expectations.Design/methodology/approach – The study uses a survey and interview technique to accumulate information for analysis using SPSS version 12 and was conducted at different four‐ and five‐star hotels in New Delhi involving hotel guests agreeing to participate. A usable sample of 271 participants resulted with a large majority being male.Findings – The importance‐performance analysis shows that, for responses relating to front office, room service and in‐house cafe/restaurant, the importance score is statistically significant to and higher than the performance rating. Overall, the results indicate significant difference between expectations of the guests and actual experiences, thus highlighting managerial implications.Research limitations/implications – The current study cannot ...
TL;DR: The authors investigated empirically how the determinant attributes of coffee quality, service, food and beverages, and extra benefits influenced customer-perceived value in the coffee outlet industry, and found that factors of determinant attribute of service quality significantly influenced functional and symbolic dimensions of perceived value.
Abstract: Purpose – The purpose of this study is to investigate empirically how the determinant attributes of coffee quality, service, food and beverage, and extra benefits influenced customer‐perceived value in the coffee outlet industry.Design/methodology/approach – A self‐administrated questionnaire was distributed to 834 respondents from chain and independent coffee outlets for the study. Multiple regression analysis was used to identify which factors of determinant attributes of service quality influenced customer‐perceived value.Findings – The study found that factors of determinant attributes of service quality significantly influenced functional and symbolic dimensions of perceived value with the former being related with coffee quality, service, and food and beverage, whereas the latter is positively related with coffee quality, food and beverage, and extra benefits.Practical implications – The paper bears significant theoretical and practical results. Theoretically, determinant attributes of service quali...
TL;DR: A novel multiagent approach to automating taxi dispatch that services current bookings in a distributed fashion is presented, populated with software collaborative agents that can actively negotiate on behalf of taxi drivers in groups of size N for available customer bookings.
Abstract: This paper presents a novel multiagent approach to automating taxi dispatch that services current bookings in a distributed fashion. The existing system in use by a taxi operator in Singapore and elsewhere, attempts to increase customer satisfaction locally, by sequentially dispatching nearby taxis to service customers. The proposed dispatch system attempts to increase customer satisfaction more globally, by concurrently dispatching multiple taxis to the same number of customers in the same geographical region, and vis-a-vis human driver satisfaction. To realize the system, a multiagent architecture is proposed, populated with software collaborative agents that can actively negotiate on behalf of taxi drivers in groups of size N for available customer bookings. Theoretically, an analysis of the boundary and optimal multiagent taxi-dispatch situations is presented along with a discussion of their implications. Experimentally, the operational efficiency of the existing and proposed dispatch systems was evaluated through computer simulations. The empirical results, obtained for a 1000-strong taxi fleet over a discrete range of N , show that the proposed system can dispatch taxis with reduction in customer waiting and empty taxi cruising times of up to 33.1% and 26.3%, respectively; and up to 41.8% and 41.2% reduction when a simple negotiation speedup heuristic was applied.
TL;DR: In this article, the authors examined the effects of web aesthetics, including aesthetic formality and aesthetic appeal, on consumers' perceived online service quality and satisfaction during service encounter, and found that the effect of aesthetic appeal on satisfaction is negative for task-oriented consumers.
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TL;DR: In this paper, the authors performed a qualitative analysis of a large hotel in Sicily (IT), the Sporting Club Hotel in the town Cefalu, using the Critical Incident Approach (Hayes, 2008) to evaluate the overall customer satisfaction level for the hotel and for each supplied service.
Abstract: In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty In hotel industry customer satisfaction is largely hooked upon service quality A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable Research on the topic of guest satisfaction, which translates into the consideration of whether or not customers will return to a hotel or advise it to other tourists, is pivotal to the success of the hospitality business Neglecting to pay attention to those hotel attributes considered most important by guests, may lead to negative evaluation of the hotel, thus restricting the chance of repeat patronage We perform a qualitative analysis of a large hotel in Sicily (IT), the Sporting Club Hotel in the town Cefalu, using the Critical Incident Approach (Hayes, 2008) Through the analysis of this case we evaluate the overall customer satisfaction level for the hotel and for each supplied service We conclude discussing the result and proposing improvement in customer satisfaction management of the hotel