Effect of hotel overall service quality on customers’ attitudinal and behavioural loyalty: perspectives from Zimbabwe

Brighton Nyagadza · Gideon Mazuruse · Asphat Muposhi · Farai Chigora

32 citations0/0 files storedTourism Critiques Practice and Theory

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

Abstract

Purpose This study aims to examine the influence of service quality, satisfaction, trust, value and commitment on hotel customers’ attitudinal and behavioural loyalty.

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1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1979A Paradigm for Developing Better Measures of Marketing Constructs 1996The Behavioral Consequences of Service Quality 2009A typology of reviews: an analysis of 14 review types and associated methodologies 1992Measuring Service Quality: A Reexamination and Extension 1977Estimating Nonresponse Bias in Mail Surveys 1984A Service Quality Model and its Marketing Implications

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