Investigation of Factors Influencing Customer Loyalty in Malaysia and Jordan Hotel Industry PDF Download
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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: 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: Tat Huei Cham
Publisher:
ISBN:
Category :
Languages : en
Pages : 10
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Book Description
The rapid growth of the hotel industry in the first decade of the 21st century forced hotel operators to critically acknowledge the importance of service improvement in order to gain competitive advantage. Therefore, identifying the factors that influence the quality of service for hotels is critical for the success of the hotels. Corporate image and customer loyalty should also be emphasized to ensure the sustainability of the hotels in this competitive industry. Hence, this study is conducted to discover the factors influencing perceived service quality of Malaysian hotels, as well as exploring the relationship between perceived service quality with customer loyalty and corporate image.
Author:
Publisher:
ISBN:
Category : Consumer behavior
Languages : en
Pages : 404
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Book Description
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: Alaa S. Jameel
Publisher:
ISBN:
Category :
Languages : en
Pages : 7
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Book Description
Using internet has become an essential part of all customers. Within the recent time, internet services have grown to be wide in the whole world. Despite its attractiveness, customer loyalty towards internet company website has become an issue due to stiff competition among the internet company in Malaysia .As the development and validation of a customer loyalty model in internet company website context in Malaysia had not been addressed by past studies, this study attempts to propose a model based on the theoretical part. With the purpose to investigate factors influencing customer loyalty towards Yes company. A questionnaire survey was conducted with the sample consisting of Yes company internet users in Kuala Lumpur. The factors that influence customer loyalty towards Internet Company in Malaysia have been investigated and tested.
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: Yusuf Balarabe Abdullahi
Publisher:
ISBN: 9783346368577
Category :
Languages : en
Pages : 112
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Book Description
Master's Thesis from the year 2019 in the subject Business economics - Customer Relationship Management, CRM, grade: 3.6, Limkokwing University of Creative Technology, language: English, abstract: The main essential piece of this research would be the factors perceived value, perceived service quality, and brand image as they are the most powerful factors that influence customer satisfaction and Behavioural intentions in airline industry in Malaysia. A change in outlook was recorded as far as the simplicity of transportation and unwavering quality of the airlines companies over the globe. The airline industry has assumed a vital part in the worldwide economy particularly in filling in as an indispensable segment in the tourism industry and stays fundamental to the lead of universal business. The primary worry of any airlines partnership would dependably be satisfying the customers' needs by giving advantages and services at the highest point of its class. Customer satisfaction and Behavioural intentions stay basic in reflecting deals gainfulness and maintainability of the firm. This makes a consideration for the scientists to explore the key factors that influences the customer satisfaction and Behavioural intentions in airline industry. Consequently, this examination intends to decide the criticalness of contributing factors toward customer satisfaction and Behavioural intentions in minimal effort bearers (Low cost carriers) and full-service transporters in Malaysia. The reason for this investigation was to look at factors that impact the customer satisfaction and Behavioural intentions in airline industry. The information for this investigation was gathered utilizing overview poll. For this examination, the focused on populace is business or potentially relaxation voyagers who have flight encounter either with Low cost carriers or Full service carriers. An example populace of 200 understudies was conveyed to travelers who had no less than one flight involvement
Author: Connie Mok
Publisher: Routledge
ISBN: 1136386564
Category : Business & Economics
Languages : en
Pages : 359
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Book Description
Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.
Author: Udo Schlentrich
Publisher:
ISBN:
Category :
Languages : en
Pages :
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