The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and Brand Image: Evidence from Hotel Industry of Pakistan

Hamad Saleem · Naintara Sarfraz Raja

133 citations0/0 files storedIOSR Journal of Business and Management

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

Abstract

This study intent to investigate the impact of service quality on consumer satisfaction customer loyalty and brand image.The primary data was collected from 5 and 8 star hotels of Pakistan.The response rate was 86%.Structural equation modeling (SEM) technique was used to analyze the data.The findings suggested that high quality of services boost up the customer satisfaction and then afterward this satisfaction will strengthen the customer loyalty, our results also matched with Brodie et al., (2009).Last but not the least strong customer loyalty directly related to strong brand image.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1993Conceptualizing, Measuring, and Managing Customer-Based Brand Equity 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1990Delivering quality service: balancing customer perceptions and expectations 2000Customer loyalty in the hotel industry: the role of customer satisfaction and image 1993An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty 2003Loyalty: A strategic commitment 2001Relative attitudes and commitment in customer loyalty models

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