Impact of Services Quality and Innovative Services on Behaviour Intention among Pakistan Hoteling Industry

Abstract

The current study is aimed to determine the effects of innovative services, service quality, perceived value and customer satisfaction on the behavioral intention of the customers in the hoteling industry of Pakistan. The study focuses on the structural equation model that combines innovative services along with the service quality’s dimensions to improve the perceived value and customer’s satisfaction and further their behavioral intentions. A structural equation model (SEM) factor analysis is being performed on the data obtained from 408 customers receiving services from their last visit of a particular restaurant or hotel. Coefficient path analysis is further conducted for hypotheses testing and the results depicted that service quality as well as service quality has positive impact on perceived value, along with customer satisfaction. Further, services satisfaction has significant positive impact on behavioral intention. Therefore, the study deemed to conceptual contributes towards the significance of the innovative services and service quality in boosting the hoteling industry of Pakistan.