Abstract

The aim of this study is to analyze the electronic service quality in Arsh Hotel which is located at Nowshahr city using Kano and E-S-Qual scale. All Given the importance and position of electronic hotel service and the growing trend of electronic hotel services in the country in recent years, now is the financial and credit institutions and banks have found a good position to maintain and develop effective strategies without the utilization of scientific and practical management Information and communication is not possible. Today, hotels in order to remain competitive need to improve the quality of its electronic services to the linear view of this topic are not comprehensive. In order to study integrated model E-S-Qual and Kano is used that with removal the linear hypothesis is. In the first step towards electronic service quality factors based on the Arsh Hotel E-S-Qual model to determine the current practice of banks and provide the service expectations of customers and their vision of electronic service quality mentioned has been evaluated. In the first step factors towards electronic service quality the Arsh Hotels based on E-S-Qual model to determine the current practice of hotels and provide the service expectations of customers and their vision of electronic service quality mentioned has been evaluated. Considering the gap between customer expectations and current practice of hotels in providing these services, services to the two categories is divided into weak and strong. In the second step of research with integrating E-S-Qual and Kano model, service quality factors based on Kano model classified to determine which features of electronic service quality determined by the model E-S-Qual and evaluated, is the strategic importance in relation to customer satisfaction.

Keywords:

E-S-Qual, hotel, Kano model, services,

References

Competing interests

The authors have no competing interests.

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The authors have no competing interests.