The effects of service quality management practices on customer satisfaction

This research is to examine the impact of service quality system on customer satisfaction and reuse intentions. For these purposes, the author investigated the antecedents and consequence of service system in the hotel service industry. Five factors (reliability, assurance, tangibles, empathy and responsiveness) were identified that potentially impact service system and service performances. The results showed that direct relationships between service inputs (assurance, empathy, and responsiveness) and service system. The data also reveal that tangibles and the service system have strong, positive, and direct relationship with customer satisfaction. Customer satisfaction has strong relationship with reuse. The implications of the results on service quality management are discussed.