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Tourism is a growing industry worldwide. For every vacation destination in the world,
there are several accommodation alternatives. Customers however, have to make a choice of
only one spot for their vocations. When customers finished their holiday, if they are not
satisfied, next time for their holiday, they look for a different hotel. If they are...
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... As earlier mentioned, service quality is positively related to customer loyalty [59-67]. Also, service quality positively related to customer satisfaction [59,[68][69][70][71][72][73][74][75], and customer satisfaction significantly related to customer loyalty [13,[76][77][78][79][80][81][82][83]. ...
The importance and prominent role of service quality in service industries are inevitable. Previous scholars have investigated relationships among service quality, customer satisfaction, and customer loyalty with fundamental theories in this research era, as proposed in marketing and psychological behavior. Ergo, their consistencies have been supported by theoretical justification. This research paper aims to determine the effect of service quality on customer loyalty directly and through the mediating role of customer satisfaction and the moderating role of interpersonal relationships in the four-star hotels located in Kuala Lumpur, Malaysia. This research's developed model consists of four latent variables: service quality, customer satisfaction, interpersonal relationship, and customer loyalty. A quantitative approach through the distribution of 550 questionnaires with a response rate of 69.81 percent was taken. Collected data were processed via IBMSPSSAMOS software. Firstly, reliability and factor analysis in order to ensure normality of the collected data, adequacy of sample 2 size were run. Secondly, utilizing structural equation modeling (SEM) via analysis of moment structure (AMOS) program. Confirmatory factor analysis (CFA) with a two-step strategy was run to hypotheses testing. Thirdly, hierarchical regression analyses were conducted for testing the moderating role of interpersonal relationships. Findings supported the notion that service quality has a positive and direct impact on customer satisfaction and loyalty. Customer satisfaction mediates the relationship between service quality and customer loyalty. Finally, interpersonal relationship moderates the relationship between service quality and customer satisfaction positively. Consequently, the interpersonal relationship moderates the relationship between customer satisfaction and customer loyalty positively. This research's originality and value are for academics, practitioners, and managers in service industries, especially hospitality industries and exclusively managers in the four-star hotels in Kuala Lumpur, Malaysia.
... Furthermore, Moslehpour, Huang, & Erdoğmuş (2012) pointed out several benefits of customer loyalty. For example, generating and maintain a high percentage of loyal customers might help a company save on the cost of marketing to new customers due to the potential for an increase in customers from referral. ...
The spa industry is growing rapidly in the United States. The rising demand for spa services has met with an increasing number of spa businesses thus boosting overall revenue for the spa industry. Most spa research seems to be focused on hotel and resort spas even though three-fourths of all spas in the U.S. are day spas. The purpose of this study was to examine spa customers’ attitudes and behaviors when they visited day spas in the U.S. A total of 615 participants completed questionnaires. A model was examined in this study, and Structural Equation Modeling (SEM) was selected as the statistic tool to analyze the model. The findings imply that past experience has a significant influence on spa goers’ consumption. Additionally, spa consumers’ perceptions of marketing mix impact how they perceived quality and satisfaction. The results also showed that satisfied customers were more likely to become loyal customers.
Pandemija korona virusa ima veliki uticaj na globalnu hotelsku industriju. Higijena, čistoća i bezbednost postale su krucijalne komponente u planu oporavka hotela tokom pandemije. Na osnovu recenzija sa sajta Booking.com, ovaj rad ispituje zadovoljstvo domaćih gostiju u hotelima u Vrnjačkoj Banji tokom pandemije koronavirusa. Dodatno, korišćenjem sertifikata "Čisto & sigurno" kao kriterijuma za klasifikaciju hotela, ovaj rad nastoji da otkrije da li postoji razlika u zadovoljstvu domaćih gostiju u zavisnosti od toga da li je objekat sertifikovan prema međunarodnim standardima kao adekvatno pripremljen za suzbijanje virusa. Rudarenjem teksta iz recenzija su otkrivene, i uz pomoć Word Cloud metoda vizuelizacije teksta predstavljene komponente koje su dovele do zadovoljstva, odnosno nezadovoljstva gostiju. Na uzorku od 206 recenzija recenzija otkriveno je da su domaći gosti, u suštini, veoma zadovoljni hotelima u kojima su odseli tokom pandemije. Neznatna razlika u komponentama koje su uticale na zadovoljstvo, odnosno nezadovoljstvo gostiju uočena je među hotelima koji su sertifikovani, odnosno nisu sertifikovani kao sigurni objekti za obavljanje turističkih aktivnosti. Ovaj rad pruža saznanje menadžerima hotela kako da poboljšaju zadovoljstvo i ublaže nezadovoljstvo gostiju tokom pandemije korona virusa.
