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PERCEIVED SERVICE QUALITY'S IMPACT ON BEHAVIORAL INTENTIONS IN THE TIMESHARE INDUSTRY
| Title: | PERCEIVED SERVICE QUALITY'S IMPACT ON BEHAVIORAL INTENTIONS IN THE TIMESHARE INDUSTRY. |
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| Name(s): |
Pollard, Leonard, Author Malone, Linda, Committee Chair University of Central Florida, Degree Grantor |
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| Type of Resource: | text | |
| Date Issued: | 2010 | |
| Publisher: | University of Central Florida | |
| Language(s): | English | |
| Abstract/Description: | This study created a model using factor analysis and structural equation modeling to investigate the relationship of service quality, word-of-mouth recommendation and price sensitivity of individuals who experienced a timeshare mini vacation at a branded timeshare resort. The constructs of service quality were developed by creating a survey tool. A total of 4,797 surveys were electronically sent resulting in a total of 1,275 of the individuals surveyed who met the criteria of staying at a branded hotel or resort during their mini vacation. Six different variables were created from the ordinal level questions on the survey: Resort Accommodations, Sales Gallery, Sales Presentation, Resort Activities, Resort Staff and Brand Value. These were then used in an exploratory factor analysis to identify latent factors after which structural equation modeling was used to define the relationship between the factors and the independent variables. A total of 44 models were explored and evaluated based on goodness-of-fit metrics. The model that had the best level of fit was a first-order two-factor model. This model was created with an 80% subset and confirmed with a 20% subset of the sample. The factors found represent the Vacation Experience Promise (VEP) and the Vacation Experience Delivery (VED). There was a positive correlation for both VEP and VED with word-of-mouth recommendation and price sensitivity. The research also posited 24 hypotheses of the relationship between the service quality constructs, word-of-mouth recommendation and price sensitivity with the demographic characteristics of guest type, gender, stay type, age, marital status, gross income, timeshare ownership and the number of presentations attended. There was not enough information to support a relationship between the service quality constructs, word-of-mouth recommendation and price sensitivity with regards to gender, gross income and marital status. There was a difference in the scores for the service quality constructs and the varying categories within the age, stay type, and timeshare ownership demographic variables. There was a difference only in the VED scores and the varying categories within the guest type and presentations attended demographic variables. There was also a difference in the scores for the word-of-mouth recommendation construct and the varying categories within the age, guest type, timeshare ownership and number of presentations attended demographic variables. Lastly, there was also a difference in the scores for the price sensitivity construct and the varying categories within the guest type, timeshare ownership and presentation attended demographic variables. The research discusses the business implications associated with these findings and proposes next steps for future research. | |
| Identifier: | CFE0003475 (IID), ucf:48942 (fedora) | |
| Note(s): |
2010-12-01 Ph.D. Engineering and Computer Science, Department of Industrial Engineering and Management Systems Masters This record was generated from author submitted information. |
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| Subject(s): |
perceived service quality timeshare vacation ownership consumer purchasing multivariate analysis techniques structural equation modeling factor analysis industrial engineering in service industry Behavioral Intention Battery word of mouth recommendation price sensitivity |
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| Persistent Link to This Record: | http://purl.flvc.org/ucf/fd/CFE0003475 | |
| Restrictions on Access: | public | |
| Host Institution: | UCF |
