Customer loyalty in the hotel industry

The role of customer satisfaction and image

Datos Bibliográficos

ID23375488
AutoresJay Kandampully (0000-0003-1394-2462, The University of Queensland), Dwi Suhartanto (0000-0001-5612-9610, Bandung Institute of Technology)
Año2000
Volumen12
Número6
Páginas346-351
Fecha de publicación2000-11-01
Peer ReviewedSí
Open AccessSí
TipoARTICLE
RevistaInternational Journal of Contemporary Hospitality Management (JOURNAL)
Identificadores de la revistaISSN: 0959-6119 • E-ISSN: 1757-1049
EditorialEmerald (PUBLISHER)
DOI10.1108/09596110010342559
OpenAlexW2018206938
IdiomaEN
Citas recibidas68
Referencias citadas8

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.

Advertising · Business · Customer advocacy · Customer delight · Customer Equity · Customer retention · Customer satisfaction · Customer to customer · Geography · Hospitality industry · Loyalty · Loyalty business model · Service (business) · Service quality · Tourism · Consumer Behavior in Brand Consumption and Identification · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Marketing