[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

1、4500 單詞， 單詞，26500 英文字符， 英文字符，7700 漢字 漢字出處： 出處：2010 International (Summer) Conference on Asia Pacific Business Innovation service quality is positively related to behavioral intentions, customer satisfaction is positivel

2、y related to behavior intentions. Similarly, 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

3、 Asian, European and American customers who 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 consid

4、ering different dimensions of quality management.Findings: Among four hypotheses, service quality has positively associated with behavior intentions of the customer in the hotel. Service quality has not relationship with

5、 customer satisfaction. Customer satisfaction has not direct relationship with behavior intentions of the customer but customer satisfaction has worked as mediator between customer service quality and behavior intentions

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

7、r in the hotel industry.Originality/value: The research provides valuable insights into quality management dimension, service quality dimension, customer satisfaction and their behavior intentions.Keywords: Quality manag

8、ement, services quality, customer satisfaction, Ladhari, 2009). There is strong evidence in academic research that supports service quality has a direct relationship in behavior intentions or indirect or customer satisf

9、action mediates between service quality and behavior intentions (Zeithmal et al. 1996). Quality management has become the prime issue in Nepalese business along with the growth of the service sectors since 1990s. The rea

10、son for growing awareness in quality and quality management philosophy is directed related to achieve organization short and long term financial goals, increase market share and create sustainable competitive advantage (

11、Gupta, McDanial Swonson & Davis, 2003). Zineldin (2006) patient service satisfaction has found with service quality and service quality is positively correlated with behavior intentions (willingness to recommend the