Impact of hotel service quality on the loyalty of customers
Bibliographic Data
| ID | 15067291 |
|---|---|
| Authors | Edmundas Jasinskas (0000-0003-3158-2974, Lithuanian Sports University, corresponding author), Dalia Streimikiene (0000-0002-3247-9912, Lithuanian Sports University), Biruta Švagždienė (0000-0001-6016-6019, Lithuanian Sports University), Artūras Simanavičius (0000-0002-0421-3439, Lithuanian Sports University) |
| Year | 2016 |
| Volume | 29 |
| Issue | 1 |
| Pages | 559-572 |
| Publication date | 2016-01-01 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Economic Research-Ekonomska Istraživanja (JOURNAL) |
| Journal identifiers | ISSN: 1331-677X • E-ISSN: 1848-9664 |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/1331677x.2016.1177465 |
| OpenAlex | W2357564966 |
| Language | EN |
| Citations received | 5 |
| References cited | 17 |
The hotel business is rapidly developing due to growing demand for such services as well as the growing opportunities for travel. As a result, hotels face demanding customers, since the requirements for quality grow with an increased use of hotels’ services, in order to increase the competitive ability of a hotel, the issue of customer loyalty is also important. The aim of this article is to assess the impact of the quality of hotel services on the loyalty of customers. In the article the original created methodology SERQUALOYL is presented, where two methodologies were adapted: SERQUAL methodology used in the research of service quality, and the methodology for the determination of customer’s loyalty level stage, applied in loyalty research. The results of research have revealed that the conformity of expected quality with the quality experienced has a significant influence on the customer’s loyalty. The hotels, in order to increase the competitive ability and to obtain a higher number of loyal customers, should firstly make the expectations of customers coincide with the offered service quality
Advertising · Business · Conformity · Geography · Hotel industry · Loyalty · Loyalty business model · Service quality · Tourism · Consumer Behavior in Brand Consumption and Identification · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Psychology · Marketing
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| Citations per year | 1.25 |
|---|---|
| Citation span | 2022 - 2024 (3) |
| Highly cited | No |