Effect of customer satisfaction on customer loyalty and the moderating role of customer experience in the Nigerian hotel industry

The dynamism of the hospitality industry has called for the need to have satisfied and loyal customers in order to achieve competitiveness. Therefore, this study aims to propose and validate a customer loyalty model in the hotel sector. Drawing from social exchange theory and confirmation-disconfirm...

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Bibliographic Details
Main Author: Gawuna, Muhammad Sani
Format: Thesis
Language:eng
eng
Published: 2019
Subjects:
Online Access:https://etd.uum.edu.my/8101/1/s901645_01.pdf
https://etd.uum.edu.my/8101/2/s901645_02.pdf
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