Brand Loyalty in Hospitality Sector in India: A Case study of Indian Hotels in Goa-Kerala (original) (raw)
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Service Quality & Its Impact on Customer Loyalty: A Study on Tripenda Hotels Pvt. Ltd. Malampuzha
Mantech Publication Pvt Ltd, 2019
Customer loyalty is particularly important to the hotel industry, because most hotel industry segments are mature and competition is strong. Often there is little differentiation among products in the same segment. (Bowen and Shoemaker, 2003). Managing Customer loyalty through a customer relationship approach has become a significant marketing strategy given most of services which hotels offer, are intangible. It is difficult to differentiate themselves from other competitors. Because of this, hotels have been making an effort to succeed in the industry by improving service quality and the service itself in order to maximize the customers' satisfaction and ensure guests become "loyal guests". O'Malley and Prothero (2004) have defined that the purpose of relationship marketing is to create, extend and keep the relationships with customers and other stakeholders. Because of this fact, customer loyalty as relationship marketing is significant. Barsky and Nash (2002) mentioned that the emotions a guest feels during a hotel stay are vital components of satisfaction and loyalty. However it is important to recognize the difference between customer satisfaction and customer loyalty.
EFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY: A STUDY OF HOTELS IN ETHIOPIA
IAEME PUBLICATION, 2020
Fulfilling customers' expectations is important to prove their loyalty in the market. Therefore, this study is conducted to examine the effect of service quality on customer loyalty at selected Hotels in Hawassa, Ethiopia. The study employed an explanatory research design with a quantitative research approach. The required data were collected from 185 hotel customers by using a convenient sampling technique. The data collected through questionnaire were analyzed using both descriptive (Mean and SD) and inferential statistics (correlation and multiple linear regression) with the help of SPSS software version 26. The findings of the study showed that hotel customers become loyal when hotel employees respond to their requests as expected when hotel employees become active to make customers feel and secure in their transactions when hotel employees give customers individual attention and understand customers' specific needs when employees caring individual attention to customers by having the best interests at heart and having enough attention to the newcomers. Therefore, the study concludes that service quality has a positive and significant effect on customer loyalty. That means service quality variables such as tangibility, responsiveness; reliability, assurance, and empathy have a positive influence on customer loyalty.
Impact of Service Quality on Customer Loyalty in the Hotel Industry: An Empirical Study from Ghana
The hotel industry contributes significantly to Ghana's development. However, they face the challenge of meeting and exceeding their customers' expectations through high quality service delivery in order to ensure customer loyalty which is the bedrock of any business. The study investigates how service quality impacts customer loyalty in Golden Tulip, a 4-star hotel; Miklin Hotel, a 3-star hotel and Lizzie's Hotel, a 2-star hotel in Kumasi, a leading city in Ghana. 50 customers seeking lodging and boarding services were randomly selected and 5 staff members were purposively selected from each hotel for the study. By use of the SERVQUAL model through survey questionnaire and interviews, the study reveals that customer satisfaction is not based solely on the rankings/classification of the hotels but on service quality that gives value for money which in turn produces customer loyalty. Miklin Hotel produced most satisfied and loyal customers, followed by Golden Tulip Hotel and then Lizzie's Hotel contrary to the classification order. In addition to "responsiveness" service quality variable for Miklin, "empathy" and "assurance" variables made significant impact on customer loyalty for guests from Miklin and Golden Tulip hotels, while "reliability" accounts for the loyalty of guests from Lizzie's Hotel. This confirms the direct relationship between customer satisfaction and loyalty. "Tangibility" does not play any significant role in developing customer loyalty for all the hotels because the guests were least satisfied with it and are likely to take it for granted in their quest for change. The study recommends that hotel classification should not be based mainly on the tangible factors alone but rather on comprehensive service that provide value for money and impact on customer loyalty.
This study aims to determine the impact of service quality (tangibles, reliability responsiveness, assurance, and empathy) on customer’s loyalty in five stars hotels. To achieve the objectives of the study, a questionnaire was developed and distributed. The study population consists of all hotels customers in Malaysia and Jordan, and convenience sample was selected in this study pilot test 57 questionnaires. The study finds that there is a strong impact of service quality (tangibles, reliability responsiveness, assurance, and empathy) on customer’s loyalty in five stars hotels in Malaysia and Jordan. Based on the above mentioned results, a set of necessary recommendations was formulated, which enable the hotels to strengthen the relationship between perceived service quality and customers loyalty. Providing services with confidence and accuracy, employees training, and strengthen the culture of service quality are key factors.
International Journal of Academic Research in Business and Social Sciences
The competitive environment in the lodging industry requires the strategic management to ensure quality experience and consequently loyalty among the customers. This study examines the relationships between service performance and attributes of hotel as well as experiential quality and brand loyalty. As the major contribution to literature, this study aims to introduce experiential quality as an important variable in the service sector. Data was collected using convenient sampling with a sample of 298 respondents comprising of the hotel guests. The findings of the study reveal that experiential quality not only has the strongest effect on brand loyalty, but also mediates the relationships between service performance as well as hotel attributes and brand loyalty. Understanding the results from this study may provide guidelines for hotel operators the differentiated marketing strategies in this intensely competitive marketing.
JURNAL NUSANTARA APLIKASI MANAJEMEN BISNIS, 2021
The growth of the hospitality industry in Indonesia shows a significant number. In this case requires the company to be able to meet customer needs and adjust customer desires in the overnight process so that the company must be able to detect what the needs and desires of its customers are. Therefore, the presence of Shangri-La Hotel Surabaya is very influential in the development of the hotel industry, especially in Surabaya. This study aims to analyze the effect of Service Quality dimensions on Customer Loyalty through Perceived Value, Image, Consumption Emotion and Customer Satisfaction to the Shangri-La hotel customers in Surabaya. The sample used in this study is 250 respondents. For processing and analyzing data in this study, namely by using Amos version 22.0 as software for data processing. This study has 12 hypotheses and all of them have significant results.
Service Quality, Satisfaction and Loyalty of Customers in Hotels: The Case of Northern Tanzania
African Journal of Hospitality, Tourism and Leisure, 2021
The study explored the effect of hotels service quality on the customer satisfaction and loyalty in the northern region of Tanzania. It sought to scrutinize the effects of Reliability (RE), Tangibility (TAN), Empathy (Emp), Responsiveness (RESP), Assurance (ASS) on the loyalty (CUSL) and satisfaction (CUSAT) of customers. Utilizing PLS approach, it investigated how the satisfaction of customers mediates between the service offered and loyalty of customers using service quality (SERVQUAL Model). PLS technique was utilized as it solidly addresses service quality model intricacies and PLS software is available. 205 guests in hotels and guest houses during Christmas season of 2018 and New Year festivities of 2019 were sampled systematically and interviewed. The key findings revealed that while Responsiveness determined favorably satisfaction and loyalty of customers; Reliability performed dismally in both cases. The main finding was that customer satisfaction significantly and positivel...
2016
This study aims to determine the impact of service quality (tangibles, reliability responsiveness, assurance, and empathy) on customer's loyalty in five stars hotels. To achieve the objectives of the study, a questionnaire was developed and distributed. The study population consists of all hotels customers in Malaysia and Jordan, and convenience sample was selected in this study pilot test 57 questionnaires. The study finds that there is a strong impact of service quality (tangibles, reliability responsiveness, assurance, and empathy) on customer's loyalty in five stars hotels in Malaysia and Jordan. Based on the above mentioned results, a set of necessary recommendations was formulated, which enable the hotels to strengthen the relationship between perceived service quality and customers loyalty. Providing services with confidence and accuracy, employees training, and strengthen the culture of service quality are key factors.
Gurukul Business Review
Purpose: Failure is inevitable, and the hospitality business faces it more as the number of tourists continues to rise worldwide. The study aims to examine the impact of trust, satisfaction, and service quality on customer loyalty. In addition, this study endeavors to understand the mediating role of hotel image between customer satisfaction and loyalty. Design/approach/Methodology : A structured questionnaire was distributed among 700 hotel customers who had the experience of staying in three, four, or five-star hotels. The PLS-SEM technique was used for data analysis and to study the relationship between constructs. Findings: The study found the significant and positive influence of trust, satisfaction, and service quality on customer loyalty. The partial mediation effect of hotel image between satisfaction and loyalty was also established. Practical implications :The hotel plays a crucial role in the tourism industry. Based on the previous studies, hotels should take appropriate ...
This paper aims to investigate the direct and indirect effects of service quality and customer satisfaction on customer loyalty in the hotel service industry. It proposes to confirm a theoretical model which has not been identified in the literature within the spectrum of the hotel industry in Indonesia. A quantitative methodology was used in this study. 182 respondents of hotel customers in Indonesia were used to gather information about their perception of service quality, customer loyalty and satisfaction. PLS-SEM was used to analyse the collected data and to specify the Structural Equation Modelling (SEM) of the hypothesised model. The results revealed that SERVQUAL affects positively on customer satisfaction and customer loyalty. Similarly, the testing showed the positive effect of customer satisfaction on customer loyalty. A significant mediation effect of customer satisfaction was found on the relationship between SERVQUAL and customer loyalty. Therefore, the proposed model helps the hotel operator in developing their customer service development program to enhance customer's satisfaction and loyalty to increase the profitability of the industry. This research contributes to hotel service industry by confirming the proposed structural model and offering insights about the customer perception, which helps hotel operators to more successfully incorporate the service quality to build customer loyalty and achieve customer satisfaction.