H2a. The higher the rating of importance of room comfort by
hotel guests, the greater the influence on performance evaluation
of in-room dining.
In 1994 Salomon predicted that if a hotel failed to understand
and meet the customers' service standards, it will be out of business
in seven to nine years. In 2012 Wu et al. believed that if the quality
of a hotel does not meet customer expectations, perceived quality
may be lowered and perceived risk may be raised automatically. Li
and Krit (2012) hypothesized that service quality has a positive
effect on customer satisfaction, customer loyalty and brand image.
Hence, to reflect their satisfaction with hotel's service and product
quality, it is expected that hotel guests will take into account room
comfort and evaluate performance of different amenities in the
hotel room. How do customers perceive and rate room comfort as
part of their quality assessment is tested using the following
hypothesis: