hotel service quality effect on customer loyalty "A survey study"
published by Tishreen University
in 2015
in
and research's language is
العربية
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Abstract in English
The study aims to investigate hotel service quality effect on customer loyalty, by determining service quality dimensions (responsiveness, tangibility, sympathy) effect on customer loyalty. The study conducted on convenient sample of hotel customers in Lattakia.
The study results show that hotel service quality affects customer loyalty. Whereas there is a positive relationship between hotel service quality and customer loyalty. Tangibility has the largest effect of service quality dimensions on customer loyalty, then responsiveness and finally sympathy.
References used
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Chang, Y.H& Chen, F.Y(2007). "Relational Benefits, Switching Barriers & Loyalty ", Journal of Air Transport Management
Duffy, d. l(2003). Internal And External Factors Which Affect Customers Loyalty, Journal Of Customer Marketing