The role of customer satisfaction and image in gaining customer loyalty in the hotel industry
Kandampully, J.; Suhartanto, D.
Journal of Hospitality and Leisure Marketing 10(1/2): 3-25
2003
DOI: 10.1300/j150v10n01_02
Accession: 003982389
Customer loyalty has become a topical issue in research and practice due to its proven dominance in a hotel organization's success. The present research adds to the body of knowledge in services marketing in the hospitality industry by improving understanding of the relationships among customer loyalty, customer satisfaction, and image. This research identifies the factors of image and customer satisfaction that are positively related to customer loyalty in hotels.