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Customer loyalty in the hotel industry: the role of customer satisfaction and image
Abstract
Loyalty of a firm’s customer has been recognised as the dominant factor in a business organization’s success. 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. Using data collected from chain hotels in New Zealand, the findings indicate that hotel image and customer satisfaction with the performance of housekeeping, reception, food and beverage, and price are positively correlated to customer loyalty.
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Research works printed but not linked: 16
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Jin, N. P., Lee, S., & Lee, H. (2015) · International Journal of Tourism Research · doi:10.1002/jtr.1968 · Cited by 463
A model of customer satisfaction and retention for hotels
Sim, J., Mak, B., & Jones, D. (2006) · Journal of Quality Assurance in Hospitality & Tourism · doi:10.1300/j162v07n03_01 · Cited by 153
The Antecedents of Customer Loyalty: An Empirical Investigation in Life Insurance Context
Banaras Hindu University, F. O. M. S., Alok, K. R., & Srivastava, M. (2013) · Journal of Competitiveness · doi:10.7441/joc.2013.02.10 · Cited by 141
“Kandampully and Suhartanto (2000) stated that in tourism industry, image is a major determining factor behind customers' decision to repurchase and recommend.”
BackgroundLeonidou, L. C., Kvasova, O., Leonidou, C. N., & Chari, S. (2013) · Journal of Business Ethics · doi:10.1007/s10551-012-1267-9 · Cited by 138
Metadata
- Authors
- Kandampully, J., & Suhartanto, D.
- Venue
- International Journal of Contemporary Hospitality Management
- Publisher
- Emerald
- Published
- 2000-11-01
- Volume
- 12
- Issue
- 6
- Pages
- 346-351
- ISSN
- 0959-6119 (ISSN-L)
- OpenAlex
- W2018206938
- Cited by
- 1,231
- References
- 0
- FWCI
- 6.65
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- www.emerald.com/insight/site-policies (tdm)
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
