Factors Influencing Customer Loyalty in Hotel Business PDF Download
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Author: Rachata Wangchan
Publisher:
ISBN:
Category :
Languages : en
Pages : 11
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Book Description
This research aims to (1) study customer characteristics of five-star hotels in Bangkok (2) study level of hotel location, service quality, perceived consumption value, customer satisfaction, and customer loyalty and (3) study the effects of hotel location, service quality, perceived consumption value and customer satisfaction on customer loyalty. This research uses quantitative methodology. A total of 700 completely questionnaires were returned by study participants and Structural Equation Modelling (SEM) techniques were used to analyze the data received. This study results were as following: firstly, the hotel location, service quality and perceived consumption value have the positive effect on customer satisfaction. Secondly, the hotel location, service quality, perceived consumption value, and customer satisfaction have the positive effect on customer loyalty. This study has also provide a reference for five-star hotel management in Bangkok, Thailand.
Author: Rachata Wangchan
Publisher:
ISBN:
Category :
Languages : en
Pages : 11
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Book Description
This research aims to (1) study customer characteristics of five-star hotels in Bangkok (2) study level of hotel location, service quality, perceived consumption value, customer satisfaction, and customer loyalty and (3) study the effects of hotel location, service quality, perceived consumption value and customer satisfaction on customer loyalty. This research uses quantitative methodology. A total of 700 completely questionnaires were returned by study participants and Structural Equation Modelling (SEM) techniques were used to analyze the data received. This study results were as following: firstly, the hotel location, service quality and perceived consumption value have the positive effect on customer satisfaction. Secondly, the hotel location, service quality, perceived consumption value, and customer satisfaction have the positive effect on customer loyalty. This study has also provide a reference for five-star hotel management in Bangkok, Thailand.
Author: Ghaith Abdulraheem Ali Alsheikh
Publisher:
ISBN:
Category :
Languages : en
Pages : 258
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Book Description
The study aims to achieve the objectives listed below; to examine the influence of emotion, brand image, trust, and convenience on customer loyalty; to examine the influence of emotion, brand image, trust, and convenience on customer satisfaction; to examine the relationship between customer satisfaction and customer loyalty; to investigate the mediating effect of customer satisfaction in the relationship between emotion, brand image, trust, convenience and customer loyalty.
Author: Ahmad Bani Ahmad
Publisher:
ISBN:
Category :
Languages : en
Pages : 0
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Book Description
This study aims to proffer solutions to customer loyalty challenges at these destinations by proposing and validatingcustomer loyalty model using relationship marketing and social exchange theory. Based on the underpinning theories,this study analyzed the direct and indirect influence of brand image, trust, convenience and emotion on customer loyaltyof five star hotels in Malaysia and Jordan. Further, the mediating effect of customer satisfaction on the relationshipbetween exogenous latent variables and endogenous latent variable was investigated. A total of 384 and 371customersrespectively of three famous hotels under the management of Starwood were sampled using convenience samplingmethod for data analysis from Malaysia and Jordan. SPSS version 21.0 software was used for the analysis. However,the empirical results showed partial mediation effects on the relationship between brand image, trust, convenience,emotion and customer loyalty in respect of Malaysian hotel customers. In Jordan hotels, satisfaction does not mediatethe relationship between trust and customer loyalty but partially mediate between emotion, brand image, convenienceand customer loyalty. In summary, the findings of this study will narrow the perception of the top echelon of these hotelson the actual factors to focus in order to earn loyalty of their valued customers. This study also contributed to frontierof knowledge by integrating the variables of relationship marketing from the perspectives of two developing countries.
Author: Gustavo, Nuno
Publisher: IGI Global
ISBN: 1799883086
Category : Business & Economics
Languages : en
Pages : 379
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Book Description
As hyper-personalization has yet to be perfected, developing hyper-personalized strategies presents a critical challenge; due to this, optimizing hyper-personalization and designing new processes and business models takes center stage in tourism and hospitality to reach new levels of customer service and experience through the introduction and development of new solutions supported in the internet of things, software interfaces, artificial intelligence solutions, back-end and front-end management tools, and other emergent business intelligence strategies. Optimizing Digital Solutions for Hyper-Personalization in Tourism and Hospitality serves as an essential reference source that emphasizes the importance of hyper-personalization models, processes, strategies, and issues within tourism and hospitality fields with a particular focus on digital IT solutions. More than a simple starting point for a critical reflection on the state of the art of this sector, this book aims to contribute in an objective way to leveraging digital solutions to optimize the concept of hyper-personalization in the tourist experience. The content of this book covers research topics that include digital tourism and hospitality, consumer behavior, customer journey, and smart technologies and is ideal for professionals, executives, hotel managers, event coordinators, restaurateurs, travel agents, tour directors, policymakers, government officials, industry professionals, researchers, students, and academicians in the fields of tourism and hospitality management, marketing, and communications.
Author:
Publisher:
ISBN:
Category : Consumer behavior
Languages : en
Pages : 404
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Book Description
Author: Malte Kempen
Publisher: Bachelor + Master Publication
ISBN: 384283389X
Category : Travel
Languages : en
Pages : 126
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Book Description
Inhaltsangabe:Introduction: Most literature on marketing contains an exhaustive discussion on the topic of relationship marketing and this concept is now well understood by every marketer. However, valuing customer relationships is usually viewed more vaguely as being a general, desirable and virtuous factor. Like many fields in marketing, there has been a failure to justify adopting such an approach based also on its inherent financial control measures. In this increasingly globalised marketplace (the hospitality sector), it can strike as odd that scholars and researchers have overlooked the differences in CRM handling that exist among different cultures. The aim of this dissertation is to make a contribution to closing the gap between marketing and management perspectives in terms of customer profitability, especially in the luxury hotel sector with regard to their international customer/guest base. The gap is to identify by the management and accounting which customers are profitable and to translate these insights into marketing activities. Companies can control their customer relationships and make sophisticated decisions about which customer relationships should be finished and which are worth retaining, a practice known as Customer Equity. The objectives of this work include: - Identify how investment in customer retention create a Return on Investment. - Allocating marketing spending ratios for long-term profitability. - Identify the methods that managers can use to create customer loyalty. - Explain the links between customer loyalty, customer equity and relationship marketing. - Estimate the role of quality factors within service delivery and after-sales service as above and how they affect customer retention. - Identify the effect of after-sales service as above quality on customers expectations and its impact on customer satisfaction. CRM outline is seen by some as an extended database containing useful information about customers that could be used to help extend sales, while others see it as a tool specifically designed for use on a (one-to-one) basis with each of their customers (Peppers and Rogers, 1999). To implement CRM successfully the TQM, HRM and IT management need to ensure organisational alignment (Reinartz et al., 2004). Building on this statement, Buttle (2004) spells out that: CRM needs to be established in three layers: companywide, factional and customer facing . Inhaltsverzeichnis:Table of Contents: i.able [...]
Author: Jessica Salver
Publisher: GRIN Verlag
ISBN: 3640445201
Category : Travel
Languages : en
Pages : 125
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Book Description
Diploma Thesis from the year 2005 in the subject Tourism - Hotel Management, grade: 1,0, University resin university for applied sciences, language: English, abstract: Brands are a phenomenon that has been in existence already for centuries. From its original purpose of marking livestock, the concept was later adopted by manufacturers for their products and further developed and adapted to changes in business environments. The original idea of using marks to indicate ownership and origin, however, can be traced back even for millennia to ancient Greek and Rome and early Chinese dynasties. These days, the number of brands is greater than ever. More and more businesses have come to realize the power of brands, and the concept of brand management has consequently gained considerable interest in recent years. Every year the number of new brands registered increases. Fortune magazine suggests that "In the 21st century, branding ultimately will be the only unique differentiator between companies." Initially, the use of brands, or marks respectively, was limited to physical products only. Service brands are comparatively new in the long history of branding. The hotel industry – along with many other services – is lagging behind manufactured goods by decades. For this reason, research on brand management mainly concentrates on this type of products. Literature on service brands is comparatively scarce. Nonetheless, there are great potentials for brand management in the service industry in general and the hotel industry in particular. Hotel services differ from physical goods in many ways. For this reason, research findings and approaches to building and managing brands cannot simply be transferred. The major goal of this work is therefore to examine the concept of brand management, to adapt and apply it to hotel services. In today’s ultra-competitive business environment, customer loyalty is a hot topic. The hotel industry has turned into a buyer’s market. Competition keeps intensifying at steady pace, resulting in a surplus of capacities. As a consequence, the importance of making guests return becomes a critical issue. It is said that brands provide the opportunity to encourage the creation of loyalty among consumers. In comparison to generic products, they are believed to have an advantage in achieving this goal. A second objective of this work is to determine the connection between these two concepts and to investigate the beneficial effects of branding hotel services for the process of establishing loyalty.
Author: Rakesh Ahlawat
Publisher: Uttkarsh Prakashan
ISBN: 9391765688
Category : Antiques & Collectibles
Languages : en
Pages : 88
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Book Description
In this globalised and intensely competitive world, it is very necessary to retain existing customers. thus customer loyalty has become need of the hotel organisations. but to gain customer loyalty, it is necessary for the organisations to know about the factors which are influencing customer loyalty. so, the aim of this research is to explore the factors which influence customer loyalty and to analyse the performance of the budget and luxury u.k. hotels in those factors. to achieve the aim of the research, first those factors were being explored by using existing literature. the factors which are influencing customer loyalty are customer service, hotel cleanliness, room quality, value for money, food quality and family friendliness. to analyse the performance of the hotels in terms of these factors quantitative method was being used. data for primary research was collected from laterooms.com. ramanathan and ramanathan, (2011) is being used as framework for the research. results are being presented by using graphs. after carefully analysing data, customer service, hotel cleanliness and room quality are found the major influencing factors.
Author: Sanjay Sharma
Publisher: Edward Elgar Publishing
ISBN: 9781845423629
Category : Business & Economics
Languages : en
Pages : 344
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Book Description
The role of stakeholders is integral to corporate sustainability as society increasingly demands that corporations play a role in achieving environmental objectives in addition to building shareholder wealth. In this, the first book to gather cutting-edge
Author: Vinnie Jauhari
Publisher: CRC Press
ISBN: 1315341999
Category : Business & Economics
Languages : en
Pages : 229
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Book Description
Creating memories and joyous experiences for consumers is a key dimension affecting the profitability and growth of a hospitality firm. Drawing on global experiences, this new book looks at the diverse factors that create these positive experiences and provides insight into marketing and consumer behavior in the context of hospitality and tourism. The dynamics of emerging economies has been captured, and some lessons have been drawn from best practices across the globe.
