Most of the tourist destinations are facing tourist loyalty and expanding market share. Research on factors influencing visitor satisfaction and revisit intention to the tourist destination has not been given sufficient attention, especially the relationship between destination image and satisfaction, word of mouth, and revisit intention. This is a challenging problem for tourism researchers and managers. This study uses a survey of 350 domestic tourists staying at least 3 days in the city and applying a structural modeling approach in the analysis. The results reveal that factors of the destination image positively impact satisfaction, word of mouth, and revisit intention. Components of the destination image include (i) Cognitive image; (ii) Affective images; and (iii) Tangible images.
Effects of service quality on customer satisfaction and customer loyalty Abstract: The purpose of this paper is to define and measure the effects of service quality on customer satisfaction and customer loyalty of four and five star hotels in Ho Chi Minh City, VietnamMethodology: This study has used qualitative and quantitative researches: (i) qualitative research carried out through focus group discussions with 10 customers, and (ii) quantitative research conducted through direct interviews with 322 customers in Ho Chi Minh city (Viet Nam).
Result and conclusion:The results show that: (i) customers' loyalty is affected by four dimensions of service quality (reliability, responsiveness, website utility, and tangibles) and customer satisfaction; and (ii) customer satisfaction is affected by five dimensions of service quality (reliability, responsiveness, website utility, tangibles, and sympathy). However, the research subject has certain limitations: (i) due to limited resources in conducting research, the sample size consisted of 322 customers, (ii) This study conducted the sampling technique of using direct interview methods from respondents using service at 4-and 5-star hotels in HCM city, Viet Nam.
JEL Classifications: M10, M31
Previous studies on religiosity and consumer behavior highlight that religion influences consumers in areas such as life satisfaction, trust, ethics, and materialism. However, research has yet to establish a comprehensive framework that investigates the influences that specific religious commitments have on consumer behaviors, such as life satisfaction, ethical judgments, and loyalty intentions, which is the main purpose of this study. Taking Catholic affiliation in the Vietnamese context, this study aims to expand on the findings from previous literature on the relationship between religiosity and consumer behaviors. The study combines considerable ethical judgments and life satisfaction to investigate their mediating roles in the interrelation between religious commitments and consumer loyalty at convenience stores. In doing so, we used the Partial Least Squares-Structural Equation Modeling approach to examine the research hypotheses, as we used data from a survey taken by 388 Catholics. These findings illustrate that life satisfaction plays an essential mediating role in connecting religious commitments to consumer loyalty. In contrast, ethical judgments have a strong mediating influence on the interrelation between intrinsic religiosity and consumer loyalty. The results offer an insight into the perspective of business enterprises with reference to the sociology of religion.
This study devotes to investigate the reciprocal relationship between service quality, reputation, satisfaction, and loyalty in the banking sector. Data served the research objectives are collected by a comprehensive survey on 400 customers of the Bank for Investment and Development of Vietnam, Binh Thuan province, Vietnam. The data are then analyzed using the Partial Least Squares-Structural Equation Model (PLS-SEM) approach to examine the above-mentioned complex relationship. The findings confirmed an indirect relationship between service quality and customer loyalty. Particularly, satisfaction, and bank reputation are mediating factors in the relationship between service quality and customer loyalty. Components of service quality include the responsiveness; the tangibles; the assurance; the reliability, and the empathy. The study contributes to enriching the theoretical framework of customer relationship management in the banking sector by its empirical insights. Further studies can invest in other cases of commercial banks in Vietnam, especially in investigating more factors that also play important roles in customer loyalty.
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