Kaliappen, Narentheren and Abdullah, Haim Hilman and Abubakar, Ahmed (2017) Market orientation and performance: The mediating effect of service quality and moderating effect of star rating system. Journal of Business and Retail Management Research (JBRMR), 11 (3). pp. 165-178. ISSN 1751-8202

Full text not available from this repository. (Request a copy)

Abstract

This study examined the effects of market orientation, service quality and star rating system on Malaysian hotel performance. 475 questionnaires distributed to three star and above hotels and 206 completed questionnaires collected. Structural equation modelling (SEM) with AMOS 20 was utilized to test the data. Goodness of fit of the revised structural model indicates fit. This research has proven five direct causal effects: competitor orientation and performance; customer orientation and performance; competitor orientation and service quality; customer orientation and service quality and service quality and performance. Furthermore, this study also found mediating effects of: (1) competitor orientation, service quality and performance; (2) customer orientation, service quality and performance. Thus, the findings suggested service quality plays a significant role in market orientation and performance relationship. Finally, this study found the star rating system does not moderate the inter-functional coordination, service quality and performance link. The results of this research will add new insight in terms of theoretical and practical for the scholars and practitioners

Item Type:	Article
Uncontrolled Keywords:	Market orientation, Service quality, Star rating system and Performance
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	School of Business Management
Depositing User:	Mrs. Norazmilah Yaakub
Date Deposited:	12 Dec 2018 06:04
Last Modified:	12 Dec 2018 06:04
URI:	https://repo.uum.edu.my/id/eprint/25267

Actions (login required)

View Item