Guests' perceptions on factors influencing customer loyalty

Usha Ramanathan · Ramakrishnan Ramanathan

140 citations0/0 files storedInternational Journal of Contemporary Hospitality Management

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Consumer Behavior and Marketing Influence

Abstract

Purpose This paper seeks to explore the performance of UK hotels, in terms of various service attributes, and whether it influences customers' intention to stay again. Design/methodology/approach Data are used from online customer ratings of 664 hotels in the UK for the purpose. The approach is based on an interesting use of statistical regression reported in the literature that attempted to classify different cues in hotels as critical, satisfier, dissatisfier, etc. In this study, six prominent attributes are considered, namely: customer service, cleanliness, room quality, value for money, quality of food, and family friendliness, rated by guests, based on their experiences of staying in hotels. Findings The findings reveal that “Value for money” is a critical attribute, while “Customer service”, “Room quality” and “Quality of food” are dissatisfiers. Business guests, and guests of independent hotels, exhibit similar behavior, but for leisure guests, and guests of chain hotels, “Value for money” is a dissatisfier. Practical implications “Value for money” is a critical attribute, in that good performance, in terms of this attribute, is critical for positively influencing guests' intention to stay again; however, failures in terms of this attribute cannot be compensated by improving service in terms of other attributes. There are three dissatisfier attributes (“Customer service”, “Room quality”, and “Quality of food”), implying that an inadequate performance in terms of these attributes could significantly adversely impact guests' intention to stay again. Originality/value This study would appear to be the first to use the extensive data available on the internet on guest ratings of hotels.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 140 citations exist upstream.

References

1994Customer Loyalty: Toward an Integrated Conceptual Framework 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions 2005Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour 1999Service quality, customer satisfaction, and customer value: A holistic perspective 2009Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants 2000An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers 1998On the relationship between perceived service quality, service loyalty and switching costs 2005Customer intention to return online: price perception, attribute‐level performance, and satisfaction unfolding over time

Cited by

2017Role of social media in retail network operations and marketing to enhance customer satisfaction 2017The influence of organizational culture on healthcare supply chain resilience: moderating role of technology orientation 2014Do perceived CSR initiatives enhance customer preference and loyalty in casinos?2019Analysis of hotel services by their symmetric and asymmetric effects on overall customer satisfaction: A comparison of market segments

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.