Thanika Devi Juwaheer

Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study

In todays world of intense competition, satisfying customers is only the base line and may not be sufficient for survival. Management should focus on gaining customer loyalty by enhancing customer perceptions of service quality and increasing as perceived by the consumer value. Although previous studies have addressed the importance of service quality, satisfaction, perceived value, and image, the precise nature of the relationships that exist between these constructs and the understanding of their effect on customer behaviour still remains a key issue. This empirical study seeks to understand the relationships that exist between service quality and perceived value and how they impact customer satisfaction, corporate image, and behavioural intentions. The proposed model indicates that delivering high quality service and creating superior customer value can result in achieve high customer satisfaction, thus effecting the firms corporate image, and ultimately leading to consumer retention.

Exploring international tourists' perceptions of hotel operations by using a modified SERVQUAL approach – a case study of Mauritius

Given the strategic importance of service quality in hotels of Mauritius, this paper investigates the perceptions of international tourists in hotels of Mauritius by employing a modified SERVQUAL approach Using a principal component factor analysis with a Varimax rotation technique, this study identifies nine hotel factors out of 39 hotel attributes and determines the levels of satisfaction among international tourists and their overall evaluation of service quality prevailing in the hotels. The results from the regression analysis suggest that the overall level of service quality is primarily derived from the “Reliability” factor. This study is strategically and managerially important to the hotel industry in Mauritius. From the results of the study, hotel managers can focus their efforts to provide quality service and facilities that international tourists perceive as being important in determining their overall service quality of the hotels.

A study of hotel guest perceptions in Mauritius

Hotels in Mauritius have faced difficult times during the 1990s because of changing customer demands and increasing competition from other tourist destinations like the Seychelles, the Pacific and Caribbean islands. The country’s hospitality and tourism sectors are trying to augment and offer more than the traditional “sea, sun and sand” concept which, until recently, has formed the core of the tourism product. Hotels have also not responded satisfactorily to the demands of customers owing to lack of management and staff training in service quality. The purpose of this study was to assess customers’ expectations and perceptions of service provided by hotels of Mauritius and to highlight how the service factors were related to customer satisfaction. The hotel managers’ perceptions of tourists’ expectations and the tourists’ actual expectations were also evaluated. Factor analysis with Varimax rotation was carried out and nine service quality dimensions were derived of 39 service attributes. The results also showed that customers’ perceptions of service quality in the hotel industry for Mauritius fell short of their expectations, with the “empathy” dimension having the largest gap.

The career paths of hotel general managers in Mauritius

Examines the career paths of hotel managers in Mauritius. Three themes relating to career paths are explored: career mobility, career planning, and the value of certain skills towards career development. Previous research and the current debates surrounding these issue are presented, followed by an examination of the Mauritian context. The results illustrate that hotel managers have a high degree of international mobility, the food and beverage function is the dominant route to hotel general management, hotel managers actively engage in long term career planning, and managerial skills are considered the most important for a career in hotel management. In light of these findings, the implications for the hotel industry in Mauritius are discussed.

Island residents' identities and their support for tourism: an integration of two theories

Most studies that examine tourism impacts and community attitudes have been carried out from the perspective of industrialized economies, making the findings less valid for small islands. This paper discusses some pertinent issues in relation to tourism development and community attitudes in small islands, and it develops and presents a conceptual framework based on social exchange theory and identity theory. The different facets of identity relevant to small-island communities that are likely to influence attitudes and support for tourism are incorporated in the framework and discussed. These include occupational identity, environmental identity and gender identity. Based on these, five propositions are developed. The study concludes that inclusion of identity variables in behavioral models could increase their predictive power in explaining attitudes to tourism and consequent support for the industry.

Analysing the impact of green marketing strategies on consumer purchasing patterns in Mauritius

Purpose – The purpose of this paper is to analyse the impact of green marketing strategies on consumer purchasing patterns in Mauritius. The present research also explores the possibility of introducing greener patterns of consumption into contemporary lifestyles in the current context where green products are increasingly available.Design/methodology/approach – This paper reviews the theory of green marketing to identify how customers are persuaded to purchase greener products. It also reports the empirical results of a consumer survey on green marketing strategies by the questionnaire method. The survey questionnaires were administered to 150 respondents visiting various hypermarkets and supermarkets. The questionnaires were processed and analysed with the statistical programme SPSS, using descriptive, correlation and factor analysis.Findings – The findings provide some interesting clues regarding customers’ perceptions on environmental concerns and green products. Further findings suggest that most con...

Factors influencing the adoption of internet banking: a case study of commercial banks in Mauritius

Purpose – The purpose of this paper is to investigate the factors influencing the adoption of internet banking services in Mauritius. Drawing from the technology acceptance model, theory of reasoned action, theory of planned behaviour and the extensive literature on demographic profiling of internet banking users, trust and security aspects associated with adoption rate of internet banking, this paper combines various predetermined constructs in one model. The different constructs such as perceived ease of use, perceived usefulness, subjective norms, attitudes, behavioural intentions, security and trust aspects, the level of awareness on internet banking services and demographic variables such as age, income, gender and education into one integrated framework. Hence, the paper will deepen understanding of the specific factors underpinning the adoption of internet banking in Mauritius. Design/methodology/approach – This paper reports upon the empirical findings of the customer survey on the various factors...

Using Service Quality Expectations as a Criterion to Segment International Tourists in the Hospitality Industry: An Outlook of Hotels of Mauritius

Abstract This paper reports findings with respect to the possibility of classifying international tourists on the basis of their quality expectations in hotels of Mauritius, an economy where tourism plays a crucial role in reducing the Balance of Payments deficit problem. Discovering which characteristics are most relevant for the international tourist market is important for the hospitality industry as it can provide means where they can adapt their offer and enable their customers to attain the highest degree of satisfaction. This study highlights some empirical considerations when using service quality as a basis for market segmentation. The study indicates that the segmentation proposed is operational and that, in general, the aspects for which the customers have greater expectations are those which influence their satisfaction to a greater extent. Finally, managerial implications are discussed based on the results of the study.

Gender-based differences in understanding the purchasing patterns of eco-friendly cosmetics and beauty care products in Mauritius: a study of female customers

Purpose - – This paper aims to explore the factors influencing the purchasing patterns of eco-friendly cosmetics and beauty care products among female customers in Mauritius. It also investigates upon the relative significance of these factors in predicting the preference to buy and recommend eco-friendly cosmetics and beauty care products to others. Design/methodology/approach - – The paper applies the data reduction technique by using exploratory factor analysis on a sample of 150 female consumers and condenses a set of 35 attributes into a list of eight comprehensible factors influencing the purchasing patterns of eco-friendly and beauty care products among females in Mauritius. Multiple regression analysis was also conducted to investigate upon the importance of the eight dimensions in influencing the behavioural intentions of females to purchase eco-friendly products and their likeliness to engage in referral for eco-friendly products. Findings - – The factor analysis identified that the purchasing patterns for eco-friendly cosmetics and beauty care products is influenced by a combination of eight factors namely: “women lifestyles, self-image health and economic considerations”, “ethical consumerism among females”, “pharmacological essence of green cosmetics and beauty care products”, “visual appeal and physical cues in cosmetic stores”, “price-conscious decisions and effective promotion”, “belief on ethical claims in green messages”, “brand image and usage experience” and “sales representatives and social influences”. The results of the regression analysis have also suggested that the behavioural intention and referral of female customers is primarily derived from one predictor factor related to “women lifestyles, self-image, health and economic conditions”. Practical implications - – In terms of marketing strategies, cosmetic and beauty care organisations should promote greater ethical concerns among female customers through effective green advertising messages. Greater emphasis should be placed on the pharmacological essence of green advertising. Cosmetic executives should also focus on health-related benefits while marketing cosmetics and beauty care products. Originality/value - – The paper aims to fill up the significant gap in the literature on purchasing patterns for eco-friendly cosmetics and beauty care products among female customers. This study remains one of few research work designed to address different factors influencing the purchasing patterns for green cosmetics and beauty care products in the context of developing countries such as Mauritius. Yet, it would serve as a roadmap for cosmetics and beauty care companies to understand the factors impacting on purchasing patterns of eco-friendly cosmetics and beauty care products in similar contexts.

Enhancing customer shopping experience in malls of emerging countries – the “Mauritius” experience

Purpose – The paper aims to explore the contributing factors impacting on shopping experiences of customers in Mauritius. It also seeks to investigate the relative significance of these factors in predicting the willingness of customers to visit shopping malls of Mauritius.Design/methodology/approach – The paper applies the data reduction technique using exploratory factor analysis on a sample of 600 respondents drawn from 23 shopping malls and shopping centres across Mauritius and condenses a set of 33 mall attributes into a list of six comprehensible dimensions about shopping experience. The multiple regression analysis was also conducted to investigate the importance of the six shopping experience dimensions in influencing the behavioural intentions of customers to visit shopping malls of Mauritius in future.Findings – The factor analysis identified that customers visualise shopping experience as a combination of six factors: “provision of childcare facilities”, “health and wellness events”, “entertain...