Analyzing the impact factors of customer loyalty among small and medium-sized hotels in Dubai

This research aims to identify the most important factors that contribute to customer loyalty in the hotel sector, specifically in Dubai's hotels. Small and medium-sized hotels (SMSHs) were examined from the standpoint of their customers using customer loyalty as a performance metric. This rese...

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Main Author:	Al Balushi, Abdullah Ali Mohammed
Format:	Thesis
Language:	English English
Published:	2023
Online Access:	http://eprints.utem.edu.my/id/eprint/27143/1/Analyzing%20the%20impact%20factors%20of%20customer%20loyalty%20among%20small%20and%20medium-sized%20hotels%20in%20Dubai.pdf http://eprints.utem.edu.my/id/eprint/27143/2/Analyzing%20the%20impact%20factors%20of%20customer%20loyalty%20among%20small%20and%20medium-sized%20hotels%20in%20Dubai.pdf
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id	my-utem-ep.27143
record_format	uketd_dc
spelling	my-utem-ep.271432024-04-24T15:55:53Z Analyzing the impact factors of customer loyalty among small and medium-sized hotels in Dubai 2023 Al Balushi, Abdullah Ali Mohammed This research aims to identify the most important factors that contribute to customer loyalty in the hotel sector, specifically in Dubai's hotels. Small and medium-sized hotels (SMSHs) were examined from the standpoint of their customers using customer loyalty as a performance metric. This research shed additional light on how customer satisfaction and trust in SMSHs contribute to customer loyalty, particularly within Dubai's hotel sector SMSHs. A quantitative research involves the data was analysed using Smart-PLS based on a sample random of 384 respondents from SMSHs in Dubai. The findings showed a positive and significant relationship between customer trust, service quality, customer satisfaction and customer loyalty in the SMSHs in Dubai. Also, customer satisfaction mediates the relationship between customer trust and customer loyalty, and customer satisfaction mediates the relationship between customer trust and customer loyalty in the SMSHs in Dubai. To boost client satisfaction, hotels should undertake a more detailed service assessment of online hotel performance and improve the hotel's application system, which is prone to faults, by speeding up digital technology. An original research on small and medium-sized hotels in Dubai would provide valuable insights into the unique challenges and opportunities faced by this segment of the hospitality industry in a highly competitive and dynamic market. 2023 Thesis http://eprints.utem.edu.my/id/eprint/27143/ http://eprints.utem.edu.my/id/eprint/27143/1/Analyzing%20the%20impact%20factors%20of%20customer%20loyalty%20among%20small%20and%20medium-sized%20hotels%20in%20Dubai.pdf text en public http://eprints.utem.edu.my/id/eprint/27143/2/Analyzing%20the%20impact%20factors%20of%20customer%20loyalty%20among%20small%20and%20medium-sized%20hotels%20in%20Dubai.pdf text en validuser https://plh.utem.edu.my/cgi-bin/koha/opac-detail.pl?biblionumber=123069 mphil masters Universiti Teknikal Malaysia Melaka Faculty of Technology Management and Technopreneurship Musa, Haslinda
institution	Universiti Teknikal Malaysia Melaka
collection	UTeM Repository
language	English English
advisor	Musa, Haslinda
description	This research aims to identify the most important factors that contribute to customer loyalty in the hotel sector, specifically in Dubai's hotels. Small and medium-sized hotels (SMSHs) were examined from the standpoint of their customers using customer loyalty as a performance metric. This research shed additional light on how customer satisfaction and trust in SMSHs contribute to customer loyalty, particularly within Dubai's hotel sector SMSHs. A quantitative research involves the data was analysed using Smart-PLS based on a sample random of 384 respondents from SMSHs in Dubai. The findings showed a positive and significant relationship between customer trust, service quality, customer satisfaction and customer loyalty in the SMSHs in Dubai. Also, customer satisfaction mediates the relationship between customer trust and customer loyalty, and customer satisfaction mediates the relationship between customer trust and customer loyalty in the SMSHs in Dubai. To boost client satisfaction, hotels should undertake a more detailed service assessment of online hotel performance and improve the hotel's application system, which is prone to faults, by speeding up digital technology. An original research on small and medium-sized hotels in Dubai would provide valuable insights into the unique challenges and opportunities faced by this segment of the hospitality industry in a highly competitive and dynamic market.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Al Balushi, Abdullah Ali Mohammed
spellingShingle	Al Balushi, Abdullah Ali Mohammed Analyzing the impact factors of customer loyalty among small and medium-sized hotels in Dubai
author_facet	Al Balushi, Abdullah Ali Mohammed
author_sort	Al Balushi, Abdullah Ali Mohammed
title	Analyzing the impact factors of customer loyalty among small and medium-sized hotels in Dubai
title_short	Analyzing the impact factors of customer loyalty among small and medium-sized hotels in Dubai
title_full	Analyzing the impact factors of customer loyalty among small and medium-sized hotels in Dubai
title_fullStr	Analyzing the impact factors of customer loyalty among small and medium-sized hotels in Dubai
title_full_unstemmed	Analyzing the impact factors of customer loyalty among small and medium-sized hotels in Dubai
title_sort	analyzing the impact factors of customer loyalty among small and medium-sized hotels in dubai
granting_institution	Universiti Teknikal Malaysia Melaka
granting_department	Faculty of Technology Management and Technopreneurship
publishDate	2023
url	http://eprints.utem.edu.my/id/eprint/27143/1/Analyzing%20the%20impact%20factors%20of%20customer%20loyalty%20among%20small%20and%20medium-sized%20hotels%20in%20Dubai.pdf http://eprints.utem.edu.my/id/eprint/27143/2/Analyzing%20the%20impact%20factors%20of%20customer%20loyalty%20among%20small%20and%20medium-sized%20hotels%20in%20Dubai.pdf
_version_	1804889254063505408

Analyzing the impact factors of customer loyalty among small and medium-sized hotels in Dubai

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