Factors influence customer loyalty in hotel industry

There is no doubt that hotel industry develops very fast in modern society and becoming a global industry. More and more people rely on hotel when they are travelling, doing business, visiting friends and relatives and so on. With the intense competition, how to attract customers and what factors...

Full description

Saved in:

Bibliographic Details
Main Author:	Yan, Zhang
Format:	Thesis
Language:	eng eng
Published:	2015
Subjects:	HF5415.33 Consumer Behavior.
Online Access:	https://etd.uum.edu.my/4925/1/s815174.pdf https://etd.uum.edu.my/4925/2/s815174_abstract.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uum-etd.4925
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Shaari, Hasnizam
topic	HF5415.33 Consumer Behavior. HF5415.33 Consumer Behavior.
spellingShingle	HF5415.33 Consumer Behavior. HF5415.33 Consumer Behavior. Yan, Zhang Factors influence customer loyalty in hotel industry
description	There is no doubt that hotel industry develops very fast in modern society and becoming a global industry. More and more people rely on hotel when they are travelling, doing business, visiting friends and relatives and so on. With the intense competition, how to attract customers and what factors influence customers’ loyalty seem to be the main consideration for hotel industry. Thus, the main objective of this research is to examine factors influence customer loyalty in China’s hotel industry. Review of the previous gaps in literature concluded that three predictors were counted as major contribution for customers’ loyalty namely perceived value, service quality, and brand image. Besides, customers’ satisfaction also postulated to mediate such relationship. A survey among 200 respondents from three star rating hotel in Hebei province, China, indicated that brand image has significant relationship on customer satisfaction and loyalty. As postulated, customer satisfaction also partially mediate the relationship between brand image and customer loyalty. Though, it is not statistically significant, hotelier simply cannot ignore the importance of service quality and perceived value because it is part and parcel of brand image indicators. Future research should focus on huge sample that cover other star rating hotels and China province to have better generalization on understanding predictors of customer loyalty in China’s Hotel
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Yan, Zhang
author_facet	Yan, Zhang
author_sort	Yan, Zhang
title	Factors influence customer loyalty in hotel industry
title_short	Factors influence customer loyalty in hotel industry
title_full	Factors influence customer loyalty in hotel industry
title_fullStr	Factors influence customer loyalty in hotel industry
title_full_unstemmed	Factors influence customer loyalty in hotel industry
title_sort	factors influence customer loyalty in hotel industry
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2015
url	https://etd.uum.edu.my/4925/1/s815174.pdf https://etd.uum.edu.my/4925/2/s815174_abstract.pdf
_version_	1747827830150922240
spelling	my-uum-etd.49252021-03-29T09:24:55Z Factors influence customer loyalty in hotel industry 2015 Yan, Zhang Shaari, Hasnizam Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. TX901-946.5 Hospitality industry. Hotels, clubs, restaurants, etc. Food service There is no doubt that hotel industry develops very fast in modern society and becoming a global industry. More and more people rely on hotel when they are travelling, doing business, visiting friends and relatives and so on. With the intense competition, how to attract customers and what factors influence customers’ loyalty seem to be the main consideration for hotel industry. Thus, the main objective of this research is to examine factors influence customer loyalty in China’s hotel industry. Review of the previous gaps in literature concluded that three predictors were counted as major contribution for customers’ loyalty namely perceived value, service quality, and brand image. Besides, customers’ satisfaction also postulated to mediate such relationship. A survey among 200 respondents from three star rating hotel in Hebei province, China, indicated that brand image has significant relationship on customer satisfaction and loyalty. As postulated, customer satisfaction also partially mediate the relationship between brand image and customer loyalty. Though, it is not statistically significant, hotelier simply cannot ignore the importance of service quality and perceived value because it is part and parcel of brand image indicators. Future research should focus on huge sample that cover other star rating hotels and China province to have better generalization on understanding predictors of customer loyalty in China’s Hotel 2015 Thesis https://etd.uum.edu.my/4925/ https://etd.uum.edu.my/4925/1/s815174.pdf text eng public https://etd.uum.edu.my/4925/2/s815174_abstract.pdf text eng public masters masters Universiti Utara Malaysia Aaker, D.A. (1991), Managing Brand Equity, The Free Press, New York, NY. Algesheimer, R., Dholakia, U. M., & Herrmann, A. (2005). The social influence of brand community: Evidence from European car clubs. Journal of marketing, 69(3), 19-34. Al-Rousan, M. R., & Mohamed, B. (2010). Customer loyalty and the impacts of service quality: The case of five star hotels in Jordan. International journal of human and social sciences, 5(13), Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. The Journal of Marketing, 53-66. Anderson, E. W., & Mittal, V. (2000). Strengthening the satisfaction-profit chain. Journal of service research, 3(2), 107-120. Anuwichanont, J., & Mechinda, P. (2011). The impact of perceived value on spa loyalty and its moderating effect of destination equity. Journal of Business & Economics Research (JBER), 7(12), 73-90. Asmayadi, E., & Hartini, S. (2015). The Impact of Service Quality and Product Quality towards Customer Loyalty through Emotional and Functional Values in Traditional Markets in Pontianak, Indonesia. European Journal of Business and Management, 7(5), 128-135. Aufreiter, N. A., Elzinga, D., & Gordon, J. W. (2003). Better branding. McKinsey Quarterly, (4), 28-39. Barden, W. O., & Teel, J. E. (1983). Selected determinants of consumer satisfaction and complaints reports. Journal of Marketing Research, 20, 21-28. Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of personality and social psychology, 51(6), 11-73. Bergès-Sennou, F. (2006). Store loyalty, bargaining power and the private label production issue. European Review of Agricultural Economics, 33(3), 315-335. Birney, E., Stamatoyannopoulos, J. A., Dutta, A., Guigó, R., Gingeras, T. R., Margulies, E. H., ... & Vetrie, D. (2007). Identification and analysis of functional elements in 1% of the human genome by the ENCODE pilot project. Nature, 447(7146), 799-816. Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: the employee's viewpoint. The Journal of Marketing, 58(4), 95-106. Bloemer, J., & De Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32(5/6), 499-513. Bloemer, J. M., & Kasper, H. D. (1995). The complex relationship between consumer satisfaction and brand loyalty. Journal of economic psychology, 16(2), 311-329. Brodie, R. J. (2009). From goods to service branding An integrative perspective. Marketing Theory, 9(1), 107-111. Cengiz, E., & Yayla, H. E. (2007). The effect of marketing mix on positive word of mouth communication: Evidence from accounting offices in Turkey. Innovative Marketing, 3(4), 73-86. Chang, T. Z., & Wildt, A. R. (1994). Price, product information, and purchase intention: An empirical study. Journal of the Academy of Marketing science, 22(1), 16-27. Coakes, E., Amar, A.D., and Luisa Granados,M.L. (2010) Knowledge management, strategy, and technology: a global snapshot", Journal of Enterprise Information Management, 23(3), 282–304. Cronin Jr, J. J., & Taylor, S. A. (1994).SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. The Journal of Marketing, 58(1) 125-131. Dabholkar, P.A., Shepherd, C.D. and Thorpe, D.I. (2000), “A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study, Journal of Retailing, 76(2), 131-9. Danaher, P. J., & Haddrell, V. (1996). A comparison of question scales used for measuring customer satisfaction. International Journal of Service Industry Management, 7(4), 4-26. Davies, G., Chun, R., da Silva, R. V., and Roper, S. (2003) Corporate reputation and competitiveness. London: Routledge. Devi Juwaheer, T., & Lee Ross, D. (2003). A study of hotel guest perceptions in Mauritius. International Journal of Contemporary Hospitality Management, 15(2), 105-115. Dobni, D., & Zinkhan, G. M. (1990). In search of brand image: A foundation analysis. Advances in consumer research, 17(1), 110-119. Dominici, G., & Guzzo, R. (2010). Customer satisfaction in the hotel industry: A case study from Sicily. International Journal of Marketing Studies, 2(2), 3-12. Ellis, H., Moran, B. J., Thompson, J. N., Parker, M. C., Wilson, M. S., Menzies, D., ... & Crowe, A. M. (1999). Adhesion-related hospital readmissions after abdominal and pelvic surgery: a retrospective cohort study. The Lancet, 353(9163), 1476-1480. Erto, P., & Vanacore, A. (2002).A probabilistic approach to measure hotel service quality. Total Quality Management, 13(2), 165-174. Feyereisl, J., Dreher, E., Haenggi, W., Zikmund, J., & Schneider, H. (1994). Longterm results after Burch colposuspension. American journal of obstetrics and gynecology, 171(3), 647-652. Fineout-Overholt, E., Melnyk, B. M., & Schultz, A. (2005). Transforming health care from the inside out: advancing evidence-based practice in the 21st century. Journal of Professional Nursing, 21(6), 335-344. Fornell, C., & Bookstein, F. L. (1982), "Two structural equation models: LISREL and PLS applied to customer exit-voice theory", Journal of Marketing Research, 19(4), 440-452. Ganiyu, A. R., Uche, I. I., & Elizabeth, A. (2012). Is customer satisfaction an indicator of customer loyalty. Australian Journal of Business and Management Research, 2(70), 14-28.335. Getty, J. M., & Getty, R. L. (2003). Lodging quality index (LQI): Assessing customers' perceptions of quality delivery. International Journal of Contemporary Hospitality Management, 15(2), 94-104. Grönroos, C. (2000). Creating a relationship dialogue: communication, interaction and value. The marketing review, 1(1), 5-14. Gronroos, C. (1987). Developing the service offering–a source of competitive advantage. Add Value to Your Service–The Key to Success, American Marketing Association, Chicago, IL, 81-5. Halstead, D., & Page, T. J. (1992). The effects of satisfaction and complaining behavior on consumer repurchase intentions. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5(1), 1-11. Heskett JL, Sasser WE & Schlesinger LA, 1997, The Service Profit Chain, The Free Press, New York. Huang, M. H., Wu, Y., Feick, H., Tran, N., Weber, E., & Yang, P. (2001). Catalytic growth of zinc oxide nanowires by vapor transport. Advanced Materials, 13(2), 113-116. Jacoby, J., & Robert, W. Chestnut (1978). Brand Loyalty: Measurement and Management, 1-9. Jamal, M. (2007). Job stress and job performance controversy revisited: An empirical examination in two countries. International journal of stress management, 14(2), 175. Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard business review, 73(6), 88. Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: the role of customer satisfaction and image. International journal of contemporary hospitality management, 12(6), 346-351. Kayaman, R., & Arasli, H. (2007). Customer based brand equity: evidence from the hotel industry. Managing Service Quality: An International Journal, 17(1), 92-109. Keller (1991). “Cue Compatibility and Framing in Advertising,” Journal of Marketing Research, 28 (February), 42-57. Kheng, L. L., Mahamad, O., Ramayah, T., & Mosahab, R. (2010). The impact of service quality on customer loyalty: A study of banks in Penang, Malaysia. International Journal of Marketing Studies, 2(2), 57. Kuenzel, S., & Vaux Halliday, S. (2008). Investigating antecedents and consequences of brand identification. Journal of Product & Brand Management, 17(5), 293-304. Kumar, V. I. S. W. A. N. A. T. H. A. N., & Shah, D. (2004). Building and sustaining profitable customer loyalty for the 21st century. Journal of retailing, 80(4), 317-329. Lagerloef, G., Colomb, F. R., Le Vine, D., Wentz, F., Yueh, S., Ruf, C.,... & Chao, Y. (2008). A. deCharon, G. Feldman, and C. Swift. 2008. The Aquarius/SACD mission: Designed to meet the salinity remote-sensing challenge. Oceanography, 21(1), 68-81. Lewis, R. C., & Booms, B. H. (1983). The marketing aspects of service quality. Emerging perspectives on services marketing, 65(4), 99-107. Luukinen, H., Koski, K., Kivela, S. L., & Laippala, P. (1996). Social status, life changes, housing conditions, health, functional abilitiesand life-style as risk factors for recurrent falls among the home-dwelling elderly. Public health, 110(2), 115-118. Maghzi, A., Abbaspour, B., Eskandarian, M., & Hamid, A. B. A. (2011, November). Brand Trust in Hotel Industry: Influence of Service Quality and Customer Satisfaction. In 2nd International Conference on Business, Economics and Tourism Management. Ma, J. K., Drake, P. M., & Christou, P. (2003). The production of recombinant pharmaceutical proteins in plants. Nature Reviews Genetics, 4(10), 794-805. Mattila, M., Hakkarainen, T., Mulot, M., & Lipsanen, H. (2006). Crystal-structuredependent photoluminescence from InP nanowires. Nanotechnology, 17(6), 1580 Mazanec, M. B., Coudret, C. L., & Fletcher, D. R. (1995). Intracellular neutralization of influenza virus by immunoglobulin A anti-hemagglutinin monoclonal antibodies. Journal of virology, 69(2), 1339-1343. McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of services marketing, 14(5), 392-410. Michael Hupfer, Dominik Zak, Reingard Ro berg, Christiane Herzog & Rosemarie P thig. (2009). Evaluation of a well-established sequential phosphorus fractionation technique for use in calcite-rich lake sediments: identification and prevention of artifacts due to apatite formation. The American Society of Limnology and Oceanography, 7(09), 399-410. Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. the journal of marketing, 20-38. Munusamy, J., Chelliah, S., & Mun, H. W. (2010). Service quality delivery and its impact on customer satisfaction in the banking sector in Malaysia. International Journal of Innovation, Management and Technology, 1(4), 398-404. Oliver, R. L. (1999). Whence customer loyalty? Journal of Marketing, 63, 33–44. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and implications for future research”, Journal of Marketing. 49, 41-50. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual. Journal of retailing, 64(1), 12-40. Parasuraman, A., & Grewal, D. (2000). The impact of technology on the qualityvalue- loyalty chain: a research agenda. Journal of the academy of marketing science, 28(1), 168-174. Parasuraman, R., & Riley, V. (1997). Humans and automation: Use, misuse, disuse, abuse. Human Factors: The Journal of the Human Factors and Ergonomics Society, 39(2), 230-253. Patterson, P. G., & Spreng, R. A. (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-tobusiness, services context: an empirical examination. International Journal of service Industry management, 8(5), 414-434. Peterson, R. A., & Wilson, W. R. (1992). Measuring customer satisfaction: fact and artifact. Journal of the academy of marketing science, 20(1), 61-71. Petrick, J.F. (2002).“Development of a Multi-Dimensional Scale for Measuring the Perceived Value of a Service”. Journal of Leisure Research, 34(2), 119-134. Petzer, D. J., Steyn, T. F. J., & Mostert, P. G. (2009). Customer retention practices of small, medium and large hotels In South Africa: An exploratory study. African Journal of Marketing Management, 1(1), 32-42. Poku, K., Zakari, M., & Soali, A. (2013). Impact of Service Quality on Customer Loyalty in the Hotel Industry: An Empirical Study from Ghana. International Review of Management and Business Research, 2(2), 600-609. Prasad, K., & Dev, C. S. (2000), "Managing hotel brand equity", Cornell Hotel and Restaurant Administration Quarterly, 4(3), 22-31. Ramesh Kumar, S., & Advani, J. Y. (2005). Factors affecting brand loyalty: A study in an emerging market on fast moving consumer goods. Journal of Customer Behaviour, 4(2), 251-275. Reichheld FF. (1993). Loyalty-Based Management. Harvard Business Review, March-April, 64-73. Roest, H., & Pieters, R. (1997). The nomological net of perceived service quality. International Journal of Service Industry Management, 8(4), 336-351. Saad Andaleeb, S., & Conway, C. (2006). Customer satisfaction in the restaurant industry: an examination of the transaction-specific model. Journal of Services Marketing, 20(1), 3-11. Saleem, H., & Raja, N. S. (2014). The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and Brand Image: Evidence from Hotel Industry of Pakistan. Middle-East Journal of Scientific Research, 19(5), 706-711. Sekaran, S., Foster, R. G., Lucas, R. J., & Hankins, M. W. (2003). Calcium imaging reveals a network of intrinsically light-sensitive inner-retinal neurons. Current biology, 13(15), 1290-1298. Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty. Journal of Product & Brand Management, 2(4), 45-60. Shibin Sheng, Kevin Zheng Zhou & Julie Juan Li. (2013) The Effects of Business and Political Ties on Firm Performance: Evidence from China. Journal of Marketing 75(1), 1-15. Shoemaker, S., & Lewis, R. C. (1999). Customer loyalty: the future of hospitality marketing. International Journal of Hospitality Management, 18(4), 345-370. So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2013). The influence of customer brand identification on hotel brand evaluation and loyalty development. International journal of hospitality management, 3(4), 31-41. Van Slegtenhorst, M., de Hoogt, R., Hermans, C., Nellist, M., Janssen, B., Verhoef, S. & Kwiatkowski, D. J. (1997). Identification of the tuberous sclerosis gene TSC1 on chromosome 9q34. Science, 277(5327), 805-808. Turel, O., & Serenko, A. (2006). Satisfaction with mobile services in Canada: An empirical investigation. Telecommunications Policy, 30(5), 314-331. Vázquez‐ Carrasco, R., & Foxall, G. R. (2006). Positive vs. negative switching barriers: The influence of service consumers' need for variety. Journal of Consumer Behaviour, 5(4), 367-379. Verona, Gianmario & Emanuela Prandelli.(2002 ). ‘A dynamic model of customer loyalty to sustain competitive advantage on the Web’. European Management Journal 20/3: 299–309. Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of retailing, 72(2), 201-214. Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of retailing, 77(2), 203-220. Taylor, C. F., Paton, N. W., Lilley, K. S., Binz, P. A., Julian, R. K., Jones, A. R., ... & Hermjakob, H. (2007). The minimum information about a proteomics experiment (MIAPE). Nature biotechnology, 25(8), 887-893. Tepper, J., Krasna, M. J., Niedzwiecki, D., Hollis, D., Reed, C. E., Goldberg, R., ... & Mayer, R. (2008). Phase III trial of trimodality therapy with cisplatin, fluorouracil, radiotherapy, and surgery compared with surgery alone for esophageal cancer: CALGB 9781. Journal of Clinical Oncology, 26(7), 1086-1092. U. Tuskej, U. Golob & K. Podnar. (2003). The role of consumer–brand identification in building brand relationships. Journal of Business Research, 66 (2013), 53–59. Tsang, N.K.F. and Qu, H. (2000), “Service quality in China’s hotel industry: a perspective from tourists and hotel managers”, International Journal of Contemporary Hospitality Management, 12(5), 316-326. Wallin Andreassen, T., & Lindestad, B. (1998). Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management, 9(1), 7-23. Wang, Y., Beydoun, M. A., Liang, L., Caballero, B., & Kumanyika, S. K. (2008). Will all Americans become overweight or obese? Estimating the progression and cost of the US obesity epidemic. Obesity, 16(10), Wang, Z. L., & Song, J. (2006). Piezoelectric nanogenerators based on zinc oxide nanowire arrays. Science, 312(5771), 242-246. Walter, A., Mueller, T. A., Helfert, G., & Wilson, D. T. (2002). Delivering relationship value: Key determinant for customers' commitment. Institute for the Study of Business Markets, Pennsylvania State University, US. Westbrook, R. A., & Reilly, M. D. (1983). Value-percept disparity: An alternative to the disconfirmation of expectations theory of consumer satisfaction. Advances in consumer research, 10(1), 256-261. Wirtz, J., Mattila, A. S., & Lwin, M. O. (2007). How effective are loyalty reward programs in driving share of wallet?. Journal of Service Research, 9(4), 327- 334. Woodruff, R. B. (1997). Customer value: the next source for competitive advantage. Journal of the academy of marketing science, 25(2), 139-153. Yoo, M., & Bai, B. (2007). Value Creation: The Impact of Strategic Alliance on Customer Loyalty. Journal of Quality Assurance in Hospitality & Tourism, 8(2), 45-65. Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a meansend model and synthesis of evidence. The Journal of marketing, 2-22. Zeithaml, V. & Bitner, M.J. (2003), Services Marketing: Integrating Customer Focus across the Firm, 3rd ed., McGraw‐ Hill, New York, NY. Zeng, B, Ryan, C, Cui, X, & Chen, H. (2014) Tourism-generated Income Distribution in a Poor Rural Community: A Case Study from Shaanxi, China, Journal of China Tourism Research, 10(2014), 1-2. Zikmund, W. G., Babin, B. J., & Carr, J. C. dan Griffin, M.(2010). Business Research Methods. Zins, A. H. (2001). Relative attitudes and commitment in customer loyalty models: Some experiences in the commercial airline industry. International Journal of Service Industry Management, 12(3), 269-294.

Factors influence customer loyalty in hotel industry

Similar Items