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- Title
Model of service quality: Customer loyalty for hotels.
- Authors
Mak, Brenda; Sim, Janet; Jones, David
- Abstract
The article investigates the relationship between loyalty and perceived service quality of hotel customers and discusses managerial implications to develop strategies to enhance loyalty of hotel customers. Tourists' travel-related decision making is affected by various factors, including terrorism, natural disasters and epidemics. Hotels have looked at various strategies that would improve the quality of their services. A survey has been conducted among customers in the San Francisco Bay Area, California, to explore the antecedents of customer loyalty in the hotel industry. The study found that customer loyalty is dependent on perceived service quality, which is observed in terms of timeliness, facilities, and ambience. Constant updating and maintenance of the hotel's facilities is paramount.
- Subjects
INDUSTRIAL surveys; CUSTOMER loyalty; QUALITY of service; HOTELS; DECISION making; CUSTOMER services; CUSTOMER relations; HOSPITALITY industry; STRATEGIC planning
- Publication
FIU Hospitality Review, 2005, Vol 23, Issue 1, p96
- ISSN
0739-7011
- Publication type
Article