Efforts to Enhance Service Quality: The Roles of Innovation Capability and Service Recovery

International Journal of Current Science Research and Review Pub Date : 2024-03-18 DOI:10.47191/ijcsrr/v7-i3-35

Ronnie Togar Mulia Sirait, Maretta Ginting, Fridawati Maduwu, Martinus Ndruru, Desi R.S. Kalit, Adilman Laia, Runggu Besmandala Napitupulu

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Abstract

This research aims to discuss the service quality issue at 4-star hotels in Medan. Next, build a model on how to enhance service quality. A sample of 560 guests was taken by random proportional from each hotel. Structural equation models with the lisrel software supported. Market orientation influences innovation capability and service quality. Value co-creation influences innovation capability, service recovery, and service quality. Innovation capability influences service recovery. Innovation capability mediation can increase the influence of market orientation on service recovery. Service recovery affects service quality. Integration between functions in hotels, especially information dissemination in formulating policies to increase innovation capabilities, is important to pay attention to. It is important to develop a risk-taking attitude to improve service recovery. Recovery strategies are important to pay attention to in efforts to improve service quality. The role of market orientation needs to be followed by innovation capability to improve service recovery.

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努力提高服务质量：创新能力和服务恢复的作用

本研究旨在讨论棉兰 4 星级酒店的服务质量问题。然后，建立一个如何提高服务质量的模型。从每家酒店随机按比例抽取了 560 位客人作为样本。使用 lisrel 软件支持结构方程模型。市场导向影响创新能力和服务质量。价值共创影响创新能力、服务恢复和服务质量。创新能力影响服务恢复。创新能力的中介作用可以增加市场导向对服务恢复的影响。服务恢复影响服务质量。在制定提高创新能力的政策时，必须重视酒店各职能部门之间的整合，尤其是信息传播。培养冒险态度对提高服务恢复能力很重要。在努力提高服务质量的过程中，必须重视恢复战略。在发挥市场导向作用的同时，还需要提高创新能力，以改善服务恢复。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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International Journal of Current Science Research and Review

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