Market orientation and performance: The mediating effect of service quality and moderating effect of star rating system

Narentheren Kaliappen; Haim Hilman; Ahmed Abubakar

Article Details

Research Article Volume 11 Issue 3

Market orientation and performance: The mediating effect of service quality and moderating effect of star rating system

Narentheren Kaliappen • Haim Hilman • Ahmed Abubakar

Published: 22 Apr 2017 Issue:Volume 11 Issue 3 Apr 2017 Author details below

Narentheren Kaliappen

School of Business Management College of Business, Universiti Utara

Haim Hilman

School of Business Management College of Business, Universiti Utara

Ahmed Abubakar

Department of Business Administration Federal University Kashere

Market orientation Service quality Star rating system and Performance

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Abstract

Research summary

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.

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Published 22 Apr 2017

How to Cite

Kaliappen, N., Hilman, H., & Abubakar, A.. (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, Volume 11 Issue 3.

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APA

Kaliappen, N., Hilman, H., & Abubakar, A.. (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, Volume 11 Issue 3.

MLA

Kaliappen, Narentheren, et al.. "Market orientation and performance: The mediating effect of service quality and moderating effect of star rating system." Journal of Business and Retail Management Research, Volume 11 Issue 3, 2017.

Chicago

Narentheren Kaliappen, Haim Hilman, and Ahmed Abubakar. "Market orientation and performance: The mediating effect of service quality and moderating effect of star rating system." Journal of Business and Retail Management Research Volume 11 Issue 3 (22 Apr 2017).

Harvard

Kaliappen, N., Hilman, H., & Abubakar, A. (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, Volume 11 Issue 3

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