Home
  >  
Section 4
  >  
Chapter 3,397

Customer loyalty in the hotel industry: the role of customer satisfaction and image

Kandampully, J.; Suhartanto, D.

International Journal of Contemporary Hospitality Management 12(6): 346-351

2000

ISSN/ISBN: 0959-6119
DOI: 10.1108/09596110010342559
Accession: 003396810
This study helps us extend our understanding of the relationship between customer loyalty, customer satisfaction, and image. This is of considerable interest to both practitioners and academics in the field of hospitality management. The objective of this research is to identify the factors of image and customer satisfaction that are positively related to customer loyalty in the hotel industry.

PDF emailed within 0-6 h: $19.90




Related References

Kandampully, J.; Suhartanto, D. 2003: The role of customer satisfaction and image in gaining customer loyalty in the hotel industry Journal of Hospitality and Leisure Marketing 10(1/2): 3-25
Tsai, M-Tien; Tsai, C-Lin; Chang, H-Chao 2010: The Effect of Customer Value, Customer Satisfaction, and Switching Costs on Customer Loyalty: An Empirical Study of Hypermarkets in Taiwan Social Behavior and Personality An International Journal 38(6): 729-740
Gardini, M.A. 1999: Customer satisfaction management in the hotel industry: a process oriented approach for the design of customer focused services Tourismus Journal 3(1): 5-29
Rahmani, Z.; Ranjbar, M.; Gara, A.A.N.; Gorji, M.A.H. 2017: The study of the relationship between value creation and customer loyalty with the role of trust moderation and customer satisfaction in Sari hospitals Electronic Physician 9(6): 4474-4478
Chu, P-Young; Lee, G-Yuan; Chao, Y 2012: Service Quality, Customer Satisfaction, Customer Trust, and Loyalty in an E-Banking Context Social Behavior and Personality An International Journal 40(8): 1271-1283
Heung,V.C.S.; Ngai,E.W.T. 2008: The mediating effects of perceived value and customer satisfaction on customer loyalty in the Chinese restaurant setting Journal Of Quality Assurance In Hospitality and Tourism: 2, 85-107
Gopi, B.; Samat, N. 2020: The influence of food trucks' service quality on customer satisfaction and its impact toward customer loyalty British Food Journal 122(10): 3213-3226
Yang IlSun; Shin SeoYoung; Kim HyeYoung 2000: The effects of customer expectations & satisfaction on customer loyalty in restaurants Korean Journal of Community Nutrition 5(2): 225-235
Ha, Y.W.; Park, M.C. 2013: Antecedents of Customer Satisfaction and Customer Loyalty for Emerging Devices in the Initial Market of Korea An Equity Framework Psychology and Marketing 30(8): 676-689
Youjae Yi; Suna La 2004: What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty Psychology and Marketing 21(5): 351-373
Kang SungSook; Okamoto, N.; Donovan, H.A. 2004: Service quality and its effect on customer satisfaction and customer behavioral intentions: hotel and ryokan guests in Japan Asia Pacific Journal of Tourism Research 9(2): 189-202
Chen, Y.; Prentice, C.; Weaven, S.; Hisao, A. 2022: The influence of customer trust and artificial intelligence on customer engagement and loyalty - the case of the home-sharing industry Frontiers in Psychology 13: 912339
Nyadzayo, M.W.; Khajehzadeh, S. 2016: The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image Journal of Retailing and Consumer Services 30: 262-270
Kandampully, J.; Devi Juwaheer, T.; Hu, H.H. 2011: The Influence of a Hotel Firm's Quality of Service and Image and its Effect on Tourism Customer Loyalty International Journal of Hospitality and Tourism Administration 12(1): 21-42
Bowen, J.T.; Chen, S.L. 2001: The relationship between customer loyalty and customer satisfaction International Journal of Contemporary Hospitality Management 13(4/5): 213-217
Ha, S; Stoel, L 2008: Promoting customer-retailer relationship building: influence of customer trustworthiness of customer loyalty programme marketing Journal of Customer Behaviour 7(3): 215-229
Hanny, N.N.; Felix, T.M. 2008: Customer value in the hotel industry: what managers believe they deliver and what customer experience International Journal of Hospitality Management 27(2): 0-213
Esmailpour, J.; Aghabayk, K.; Aghajanzadeh, M.; De Gruyter, C. 2022: Has COVID-19 changed our loyalty towards public transport? Understanding the moderating role of the pandemic in the relationship between service quality, customer satisfaction and loyalty Transportation Research. Part a Policy and Practice 162: 80-103
Barsky, J.D. 1992: Customer satisfaction in the hotel industry: meaning and measurement Hospitality Research Journal 16(1): 51-73
Louvieris, P.; Driver, J.; Powell Perry, J. 2003: Managing customer behaviour dynamics in the multi-channel e-business environment: enhancing customer relationship capital in the global hotel industry Journal of Vacation Marketing 9(2): 164-173