Mediating effects of customer satisfaction and customer delight on perceived value and customer loyality in Iran's hotel industry

Creating and maintaining customer loyalty is an important strategy to maintain a competitive advantage. Customers decide to purchase services based on perceived value or the degree of satisfaction of their needs and expectations about service quality and perceived price as value components. The main...

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Main Author:	Asgarpour, Rasoul
Format:	Thesis
Language:	English
Published:	2016
Subjects:	HD28 Management Industrial Management
Online Access:	http://eprints.utm.my/id/eprint/78490/1/RasoulAsgarpourPFM2016.pdf
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spelling	my-utm-ep.784902018-08-26T04:56:32Z Mediating effects of customer satisfaction and customer delight on perceived value and customer loyality in Iran's hotel industry 2016-04 Asgarpour, Rasoul HD28 Management. Industrial Management Creating and maintaining customer loyalty is an important strategy to maintain a competitive advantage. Customers decide to purchase services based on perceived value or the degree of satisfaction of their needs and expectations about service quality and perceived price as value components. The main objective of this research is to identify and analyze factors that affect customer loyalty in hotel industry. This research is conducted to offer an integrated model, a continuum from value components to customer loyalty. A conceptual model was developed to examine the effect of service quality and perceived price on customer perceived value directly and on customer satisfaction, customer delight and customer loyalty indirectly. Quantitative method was applied. This study focuses on hotel sector in Esfahan city in Iran. 414 guests from nine hotels (3 and 4-star) participated in the survey. Structural equation modeling (SEM) was utilized to examine the research hypotheses by the aid of SmartPLS application. The results indicated that customer perceived value, customer satisfaction and customer delight are significant antecedents of customer loyalty. Furthermore, service quality and perceived price have significant impact on customer perceived value. In addition, customer delight has a key role as a mediator between customer perceived value and customer satisfaction on customer loyalty. The results provide practitioners with a more integrated model in understanding customer loyalty, especially in hotel sector. The results offer factors which help to create a seamless relationship with customers in order to gain customer loyalty, specifically for the hotel industry. 2016-04 Thesis http://eprints.utm.my/id/eprint/78490/ http://eprints.utm.my/id/eprint/78490/1/RasoulAsgarpourPFM2016.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:98219 phd doctoral Universiti Teknologi Malaysia, Faculty of Management Faculty of Management
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD28 Management Industrial Management
spellingShingle	HD28 Management Industrial Management Asgarpour, Rasoul Mediating effects of customer satisfaction and customer delight on perceived value and customer loyality in Iran's hotel industry
description	Creating and maintaining customer loyalty is an important strategy to maintain a competitive advantage. Customers decide to purchase services based on perceived value or the degree of satisfaction of their needs and expectations about service quality and perceived price as value components. The main objective of this research is to identify and analyze factors that affect customer loyalty in hotel industry. This research is conducted to offer an integrated model, a continuum from value components to customer loyalty. A conceptual model was developed to examine the effect of service quality and perceived price on customer perceived value directly and on customer satisfaction, customer delight and customer loyalty indirectly. Quantitative method was applied. This study focuses on hotel sector in Esfahan city in Iran. 414 guests from nine hotels (3 and 4-star) participated in the survey. Structural equation modeling (SEM) was utilized to examine the research hypotheses by the aid of SmartPLS application. The results indicated that customer perceived value, customer satisfaction and customer delight are significant antecedents of customer loyalty. Furthermore, service quality and perceived price have significant impact on customer perceived value. In addition, customer delight has a key role as a mediator between customer perceived value and customer satisfaction on customer loyalty. The results provide practitioners with a more integrated model in understanding customer loyalty, especially in hotel sector. The results offer factors which help to create a seamless relationship with customers in order to gain customer loyalty, specifically for the hotel industry.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Asgarpour, Rasoul
author_facet	Asgarpour, Rasoul
author_sort	Asgarpour, Rasoul
title	Mediating effects of customer satisfaction and customer delight on perceived value and customer loyality in Iran's hotel industry
title_short	Mediating effects of customer satisfaction and customer delight on perceived value and customer loyality in Iran's hotel industry
title_full	Mediating effects of customer satisfaction and customer delight on perceived value and customer loyality in Iran's hotel industry
title_fullStr	Mediating effects of customer satisfaction and customer delight on perceived value and customer loyality in Iran's hotel industry
title_full_unstemmed	Mediating effects of customer satisfaction and customer delight on perceived value and customer loyality in Iran's hotel industry
title_sort	mediating effects of customer satisfaction and customer delight on perceived value and customer loyality in iran's hotel industry
granting_institution	Universiti Teknologi Malaysia, Faculty of Management
granting_department	Faculty of Management
publishDate	2016
url	http://eprints.utm.my/id/eprint/78490/1/RasoulAsgarpourPFM2016.pdf
_version_	1747817997605535744

Mediating effects of customer satisfaction and customer delight on perceived value and customer loyality in Iran's hotel industry

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