H1a. The higher the rating of importance of room service by hotel
guests, the greater the influence on performance evaluation of inroom
dining.
It is generally noted that hotel guests who use room service are
mindful to have appropriate amenities in the room which facilitates
their meal experience in the room. This could relate to space and
facilities which add to quality room service experience. The expectations
of hotel guests with regard to room service hence impact
their satisfaction evaluation of room amenities. The literature focuses
on the question of how service quality can be perceived by
different customers and how the perceived service quality can
accordingly be measured using suitable methods (Ghobadian,
Speller, & Jones, 1994; Stauss & Weinlich, 1997; Tse & Ho, 2009;
Wilkins, Merrilees, & Herington, 2006). Considering this the H1b
is proposed to test importanceeperformance relationship between
room service with room amenities as the statement below: