Show simple item record

The impact of differential pricing on perceived service quality and guest satisfaction: An empirical study of mid-scale hotels in India

dc.contributor.authorAnsari, Amjad Imam
dc.contributor.authorSingh, Amrik
dc.contributor.authorSingh, Vipin
dc.date.accessioned2024-02-01T11:22:57Z
dc.date.available2024-02-01T11:22:57Z
dc.date.issued2023-12-12
dc.identifier.issn0867-5856
dc.identifier.urihttp://hdl.handle.net/11089/50234
dc.description.abstractThe aim of this article is to identify the key factors of differential pricing and its impact on perceived service quality and guest satisfaction. Great attention has been given by researchers to service quality and guest satisfaction in the tourism and hotel industry. This study however examines an integrated model of differential pricing, perceived service quality and guest satisfaction linked to value perception and satisfaction among guests for prices offered at the time of room booking, and the services available during their stay. A self-administered questionnaire was given to guests who stayed in mid-scale hotels and 334 responses were collected randomly. Structural equation modelling was used to examine the data set, a second-generation method that enables simultaneous modelling of a large number of independent and dependent variables. Partial least square SmartPLS 4.0 was used to evaluate the data. The measurement model and the structural model are the two used to examine the data. According to survey results and findings, booking channel and booking volume are significantly related to guest satisfaction. Additionally, the booking channel has a significant relationship with perceived service quality. Maintaining high-quality websites is crucial to attracting visitors and keeping them, eventually leading to more people using travel websites out of loyalty.en
dc.language.isoen
dc.publisherWydawnictwo Uniwersytetu Łódzkiegopl
dc.relation.ispartofseriesTuryzm/Tourism;2en
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0
dc.subjectguest perceptionen
dc.subjectguest satisfactionen
dc.subjectdifferential pricingen
dc.subjectperceived service qualityen
dc.subjectmid-scale hotelsen
dc.subjectre-visit intentionen
dc.subjectpricing strategyen
dc.titleThe impact of differential pricing on perceived service quality and guest satisfaction: An empirical study of mid-scale hotels in Indiaen
dc.typeArticle
dc.page.number121-132
dc.contributor.authorAffiliationAnsari, Amjad Imam - Lovely Professional University (Punjab, India), School of Hotel Management and Tourismen
dc.contributor.authorAffiliationSingh, Amrik - Lovely Professional University (Punjab, India), School of Hotel Management and Tourismen
dc.contributor.authorAffiliationSingh, Vipin - Vellore Institute of Technology (Vellore, India), School of Hotel and Tourism Managementen
dc.identifier.eissn2080-6922
dc.referencesAbdel-aleem, M. (2017). Hotel prices and customer perception of rate fairness: Analytical study applied to five star hotels in Cairo. International Journal of Heritage, Tourism and Hospitality, 11(1/2), 250–261. https://doi.org/10.21608/ijhth.2017.30195en
dc.referencesAbdel-Basset, M., Manogaran, G., Mohamed, M., & Rushdy, E. (2018). Internet of things in smart education environment: Supportive framework in the decision-making process. Concurrency and Computation: Practice and Experience, 31(10), Article e4515. https://doi.org/10.1002/cpe.4515en
dc.referencesAhmed, M.A.A. (2010). The impact of price discrimination on behaviour intention of hotel guests. Egyptian Journal of Tourism Studies, 9(1–2), 1–27.en
dc.referencesAkincilar, A., & Dagdeviren, M. (2014). A hybrid multi-criteria decision making model to evaluate hotel websites. International Journal of Hospitality Management, 36, 263–271. https://doi.org/10.1016/j.ijhm.2013.10.002en
dc.referencesAlbayrak, T., & Caber, M. (2015). Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques. Tourism Management, 46, 43–50. https://doi.org/10.1016/j.tourman.2014.06.009en
dc.referencesAli, B.J., Saleh, P.F., Akoi, S., Abdulrahman, A.A., Muhamed, A.S., Noori, H.N., & Anwar, G. (2021). Impact of service quality on the customer satisfaction: Case study at online meeting platforms. International Journal of Engineering, Business and Management (IJEBM), 5(2), 65–77. https://doi.org/10.22161/ijebm.5.2.6en
dc.referencesAli, F. (2015). Service quality as a determinant of customer satisfaction and resulting behavioural intentions: A SEM approach towards Malaysian resort hotels. Tourism: An International Interdisciplinary Journal, 63(1), 37–51. https://hrcak.srce.hr/137482en
dc.referencesAli, F., Hussain, K., Konar, R., & Jeon, H.-M. (2017). The effect of technical and functional quality on guests’ perceived hotel service quality and satisfaction: A SEM-PLS analysis. Journal of Quality Assurance in Hospitality & Tourism, 18(3), 354–378. https://doi.org/10.1080/1528008X.2016.1230037en
dc.referencesAmpountolas, A., Shaw, G., & James, S. (2019). The role of social media as a distribution channel for promoting pricing strategies. Journal of Hospitality and Tourism Insights, 2(1), 75–91. https://doi.org/10.1108/JHTI-07-2018-0040en
dc.referencesArbel, A., & Pizam, A. (1977). Some determinants of urban hotel location: The tourists’ inclinations. Journal of Travel Research, 15(3), 18–22. https://doi.org/10.1177/004728757701500305en
dc.referencesBaker, M., Stein, J.C., & Wurgler, J. (2003). When does the market matter? Stock prices and the investment of equity-dependent firms. The Quarterly Journal of Economics, 118(3), 969–1005. https://doi.org/10.1162/00335530360698478en
dc.referencesBiełuszko, K., & Marciszewska, B. (2018). Room rate parity vs. rate fences in the context of price discrimination theory: The case of the Polish hospitality market. Argumenta Oeconomica, 41(2), 113–134. https://doi.org/10.15611/aoe.2018.2.05en
dc.referencesBolton, L.E., Warlop, L., & Alba, J.W. (2003). Consumer perceptions of price (un)fairness. Journal of Consumer Research, 29(4), 474–491. https://doi.org/10.1086/346244en
dc.referencesBowen, J.T., & Chen, S.-L. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 213–217. https://doi.org/10.1108/09596110110395893en
dc.referencesBulchand-Gidumal, J., Melián-González, S., & López-Valcárcel, B.G. (2011). Improving hotel ratings by offering free Wi-Fi. Journal of Hospitality and Tourism Technology, 2(3), 235–246. https://doi.org/10.1108/17579881111173776en
dc.referencesBull, A.O. (1994). Pricing a motel’s location. International Journal of Contemporary Hospitality Management, 6(6), 10–15. https://doi.org/10.1108/09596119410070422en
dc.referencesCasaló, L.V., Flavián, C., & Guinalíu, M. (2008). The role of satisfaction and website usability in developing customer loyalty and positive word-of-mouth in the e-banking services. International Journal of Bank Marketing, 26(6), 399–417. https://doi.org/10.1108/02652320810902433en
dc.referencesCembruch-Nowakowski, M. (2019). Green hotels – exception or norm? Studies of the Industrial Geography Commission of the Polish Geographical Society, 33(3), 159–175. https://doi.org/10.24917/20801653.333.11en
dc.referencesChin, W.W. (1998). Commentary: Issues and opinion on structural equation modeling. MIS Quarterly, 22(1), 7–16. https://www.jstor.org/stable/249674en
dc.referencesChoi, S., & Mattila, A.S. (2009). Perceived fairness of price differences across channels: The moderating role of price frame and norm perceptions. Journal of Marketing Theory and Practice, 17(1), 37–48. https://doi.org/10.2753/MTP1069-6679170103en
dc.referencesChoi, T.Y., & Chu, R. (2001). Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry. International Journal of Hospitality Management, 20(3), 277–297. https://doi.org/10.1016/S0278-4319(01)00006-8en
dc.referencesChow, K.E., Garretson, J.A., & Kurtz, D.L. (1995). An exploratory study into the purchase decision process used by leisure travelers in hotel selection. Journal of Hospitality & Leisure Marketing, 2(4), 53–72. https://doi.org/10.1300/J150v02n04_05en
dc.referencesChu, R.K.S., & Choi, T. (2000). An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: A comparison of business and leisure travellers. Tourism Management, 21(4), 363–377. https://doi.org/10.1016/S0261-5177(99)00070-9en
dc.referencesCronin Jr., J.J., & Taylor, S.A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. http://www.jstor.org/stable/1252296en
dc.referencesDolnicar, S., & Otter, T. (2003). Which hotel attributes matter? A review of previous and a framework for future research. University of Wollongong Library. https://ro.uow.edu.au/commpapers/268en
dc.referencesDonnelly, M., Kerr, N.J., Rimmer, R., & Shiu, E.M. (2006). Assessing the quality of police services using SERVQUAL. Policing: An International Journal, 29(1), 92–105. https://doi.org/10.1108/13639510610648502en
dc.referencesEl-Adly, M.I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322–332. https://doi.org/10.1016/j.jretconser.2018.07.007en
dc.referencesEnz, C.A., Canina, L., & Liu, Z. (2008). Competitive dynamics and pricing behavior in US hotels: The role of co-location. Scandinavian Journal of Hospitality and Tourism, 8(3), 230–250. https://doi.org/10.1080/15022250802305303en
dc.referencesFornell, C., & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104en
dc.referencesGarbarino, E., & Johnson, M.S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70–87. https://doi.org/10.1177/002224299906300205en
dc.referencesGhaith, A., Abdel-Wahab, M., Abdel-ate, M.A., & Qoura, O. (2019). Service quality and guest satisfaction in Egyptian eco-lodge. International Journal of Heritage, Tourism and Hospitality, 13(2), 34–51. https://doi.org/10.21608/ijhth.2019.92750en
dc.referencesGrönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44. https://doi.org/10.1108/EUM0000000004784en
dc.referencesGwartney, J. (2009). Institutions, economic freedom, and cross-country differences in performance. Southern Economic Journal, 75(4), 937–956. https://doi.org/10.1002/j.2325-8012.2009.tb00941.xen
dc.referencesGwin, C.F., & Gwin, C.R. (2003). Product attributes model: A tool for evaluating brand positioning. Journal of Marketing Theory and Practice, 11(2), 30–42. https://doi.org/10.1080/10696679.2003.11658494en
dc.referencesHenseler, J., Ringle, C.M., & Sinkovics, R.R. (2009). The use of partial least squares path modeling in international marketing. In R.R. Sinkovics, & P.N. Ghauri (Eds.), New challenges to international marketing: Vol. 20: Advances in international marketing (pp. 277–319). Emerald Group Publishing. https://doi.org/10.1108/S1474-7979(2009)0000020014en
dc.referencesHopf, V. (2018). Does the body modified appearance of front-line employees matter to hotel guests? Research in Hospitality Management, 8(1), 67–72. https://doi.org/10.1080/22243534.2018.1501959en
dc.referencesKim, W.G., Ng, C.Y.N., & Kim, Y. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10–17. https://doi.org/10.1016/j.ijhm.2008.03.005en
dc.referencesKimes, S.E., & Wirtz, J. (2003). Has revenue management become acceptable? Findings from an international study on the perceived fairness of rate fences. Journal of Service Research, 6(2), 125–135. https://doi.org/10.1177/1094670503257038en
dc.referencesKondasani, R.K.R., & Panda, R.K. (2015). Customer perceived service quality, satisfaction and loyalty in Indian private healthcare. International Journal of Health Care Quality Assurance, 28(5), 452–467. https://doi.org/10.1108/IJHCQA-01-2015-0008en
dc.referencesKotler, P. (1991). “Kotler on…”. Management Decision, 29(2). https://doi.org/10.1108/00251749110004961en
dc.referencesKotler, P. (2000). Marketing management, millenium edition. Pearson Custom Publishing.en
dc.referencesLaw, R., Chan, I., & Goh, C. (2007). Where to find the lowest hotel room rates on the internet? The case of Hong Kong. International Journal of Contemporary Hospitality Management, 19(6), 495–506. https://doi.org/10.1108/09596110710775156en
dc.referencesLaw, R., & Cheung, C. (2006). A study of the perceived importance of the overall website quality of different classes of hotels. International Journal of Hospitality Management, 25(3), 525–531. https://doi.org/10.1016/j.ijhm.2005.03.001en
dc.referencesLii, Y., & Sy, E. (2009). Internet differential pricing: Effects on consumer price perception, emotions, and behavioral responses. Computers in Human Behavior, 25(3), 770–777. https://doi.org/10.1016/j.chb.2009.02.005en
dc.referencesLin, Y., & Su, H.-Y. (2003). Strategic analysis of customer relationship management – a field study on hotel enterprises. Total Quality Management & Business Excellence, 14(6), 715–731. https://doi.org/10.1080/1478336032000053843en
dc.referencesLiu, S., Law, R., Rong, J., Li, G., & Hall, J. (2013). Analyzing changes in hotel customers’ expectations by trip mode. International Journal of Hospitality Management, 34, 359–371. https://doi.org/10.1016/j.ijhm.2012.11.011en
dc.referencesMattila, A.S., & Gao, Y. (2016). An examination of popular pricing and price framing techniques in the hospitality industry and directions for future research. International Journal of Revenue Management, 9(2–3), 175–185. https://doi.org/10.1504/IJRM.2016.077019en
dc.referencesMcMullan, R., & Gilmore, A. (2008). Customer loyalty: An empirical study. European Journal of Marketing, 42(9/10), 1084–1094. https://doi.org/10.1108/03090560810891154en
dc.referencesMinistry of Tourism. (2023). Foreign tourist inflow to India February, 2023. https://tourism.gov.in/sites/default/files/2023-03/Brief%20Note%20Jan-Feb%202023.pdfen
dc.referencesNapierała, T., & Leśniewska-Napierała, K. (2022). Hotel room price. In D. Buhalis (Ed.), Encyclopedia of tourism management and marketing (pp. 609–612). https://doi.org/10.4337/9781800377486.hotel.room.priceen
dc.referencesNg, I.C.L. (2010). The future of pricing and revenue models. Journal of Revenue and Pricing Management, 9(3), 276–281. https://doi.org/10.1057/rpm.2010.11en
dc.referencesOzturk, A.B., Bilgihan, A., Nusair, K., & Okumus, F. (2016). What keeps the mobile hotel booking users loyal? Investigating the roles of self-efficacy, compatibility, perceived ease of use, and perceived convenience. International Journal of Information Management, 36(6, Part B), 1350–1359. https://doi.org/10.1016/j.ijinfomgt.2016.04.005en
dc.referencesPark, K., Ha, J., & Park, J.-Y. (2017). An experimental investigation on the determinants of online hotel booking intention. Journal of Hospitality Marketing & Management, 26(6), 627–643. https://doi.org/10.1080/19368623.2017.1284631en
dc.referencesRhee, H.T., & Yang, S.-B. (2015). How does hotel attribute importance vary among different travelers? An exploratory case study based on a conjoint analysis. Electronic Markets, 25, 211–226. https://doi.org/10.1007/s12525-014-0161-yen
dc.referencesRyan, D., & Jones, C. (2011). The best digital marketing campaigns in the world: Mastering the art of customer engagement. Kogan Page Publishers.en
dc.referencesSadeghi, M., Zandieh, D., Mohammadi, M., Yaghoubibijarboneh, B., & Nasrolahi Vosta, S. (2017). Investigating the impact of service climate on intention to revisit a hotel: The mediating role of perceived service quality and relationship quality. International Journal of Management Science and Engineering Management, 12(1), 12–20. https://doi.org/10.1080/17509653.2015.1113395en
dc.referencesSan Martín, H., & Herrero, Á. (2012). Influence of the user’s psychological factors on the online purchase intention in rural tourism: Integrating innovativeness to the UTAUT framework. Tourism Management, 33(2), 341–350. https://doi.org/10.1016/j.tourman.2011.04.003en
dc.referencesSeth, N., Deshmukh, S.G., & Vrat, P. (2005). Service quality models: A review. International Journal of Quality & Reliability Management, 22(9), 913–949. https://doi.org/10.1108/02656710510625211en
dc.referencesSinha, A.K., & Ekka, P. (2021). Hospitality industry of India – its present status and future prospects. The Researches’. International Research Journal, 7(1), 85–95. https://theresearchers.asia/Papers/Vol-VII,%20Issue-I-2021/9%20Hospitality%20Industry%20of%20India.pdfen
dc.referencesSipic, N. (2010). Room rate parity: A 2010 study of U.S. booking channels [UNLV Theses, Dissertations, Professional Papers, and Capstones, No. 883, University of Nevada, Las Vegas]. Digital Scholarship@UNLV. https://doi.org/10.34917/2229145en
dc.referencesSoifer, I., Choi, E.-K., & Lee, E. (2021). Do hotel attributes and amenities affect online user ratings differently across hotel star ratings? Journal of Quality Assurance in Hospitality & Tourism, 22(5), 539–560. https://doi.org/10.1080/1528008X.2020.1814935en
dc.referencesSu, X. (2007). Intertemporal pricing with strategic customer behavior. Management Science, 53(5), 726–741. https://doi.org/10.1287/mnsc.1060.0667en
dc.referencesSujay, M.J., & Afza, N. (2019). Perceived service quality and customer satisfaction: A study of mid-scale hotel industry in Mysuru. Journal of Management Research and Analysis, 6(1), 54–59. https://doi.org/10.18231/j.jmra.2019.010en
dc.referencesSuklabaidya, P., & Singh, A. (2017). Hotel revenue management: Impact of familiarity and information on customer’s perceptions of fairness. International Journal of Hospitality and Tourism Systems, 10(1), 34–44. http://www.publishingindia.com/ijhts/24/hotel-revenue-management-impact-of-familiarity-and-information-on-customers-perceptions-of-fairness/586/4147/en
dc.referencesTomalieh, E.F. (2014). The effect of applying price discrimination strategy on the marketing performance of five stars hotels located in Amman – Jordan. European Journal of Business and Management, 6(12), 137–144. https://www.iiste.org/Journals/index.php/EJBM/article/viewFile/12532/12836en
dc.referencesWhitla, P., Walters, P.G.P., & Davies, H. (2007). Global strategies in the international hotel industry. International Journal of Hospitality Management, 26(4), 777–792. https://doi.org/10.1016/j.ijhm.2006.08.001en
dc.referencesXia, L., Monroe, K.B., & Cox, J.L. (2004). The price is unfair! A conceptual framework of price fairness perceptions. Journal of Marketing, 68(4), 1–15. https://doi.org/10.1509/jmkg.68.4.1.42733en
dc.referencesXu, X., & Li, Y. (2016). The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach. International Journal of Hospitality Management, 55, 57–69. https://doi.org/10.1016/j.ijhm.2016.03.003en
dc.referencesYen, C.-L.A., & Tang, C.-H.H. (2015). Hotel attribute performance, eWOM motivations, and media choice. International Journal of Hospitality Management, 46, 79–88. https://doi.org/10.1016/j.ijhm.2015.01.003en
dc.referencesYen, C.-L.A., & Tang, C.-H.H. (2019). The effects of hotel attribute performance on electronic word-of-mouth (eWOM) behaviors. International Journal of Hospitality Management, 76(Part A), 9–18. https://doi.org/10.1016/j.ijhm.2018.03.006en
dc.referencesZeithaml, V.A., Berry, L.L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.1177/002224299606000203en
dc.referencesZhang, Z., Ye, Q., & Law, R. (2011). Determinants of hotel room price: An exploration of travelers’ hierarchy of accommodation needs. International Journal of Contemporary Hospitality Management, 23(7), 972–981. https://doi.org/10.1108/09596111111167551en
dc.referencesZhang, Z., Ye, Q., Law, R., & Li, Y. (2010). The impact of e-word-of-mouth on the online popularity of restaurants: A comparison of consumer reviews and editor reviews. International Journal of Hospitality Management, 29(4), 694–700. https://doi.org/10.1016/j.ijhm.2010.02.002en
dc.contributor.authorEmailAnsari, Amjad Imam - amjadimamansari@gmail.com
dc.contributor.authorEmailSingh, Amrik - amrik.singh@lpu.co.in
dc.contributor.authorEmailSingh, Vipin - vipinsingh2228@gmail.com
dc.identifier.doi10.18778/0867-5856.33.2.10
dc.relation.volume33


Files in this item

Thumbnail
Name:
121-132_Ansari,_Singh,_Singh.pdf
Size:
817.9Kb
Format:
PDF
View/Open

This item appears in the following Collection(s)

Show simple item record

https://creativecommons.org/licenses/by-nc-nd/4.0
Except where otherwise noted, this item's license is described as https://creativecommons.org/licenses/by-nc-nd/4.0