Determinants of customer loyalty and purchasing behavior for full-service and limited-service hotels

Does hotel attribute importance differ by hotel? Focusing on hotel star-classifications and customers’ overall ratings

“…To look further into the dynamics within the attribute ratings, reputation for quality obtained the best customer ratings, and value for money and prestige were next in line across three hotel segments. Tanford, Raab, and Kim (2012) conducted an online survey on hotel guests from the four geographical regions (north, east, south, and west) of the U.S. to appraise consumers' hotel purchasing factors for fullservice (5-, 4-, and 3-star) and limited-service (2-and 1-star) hotels. Statistical differences were found between these two hotel classifications on six hotel attributes (price, utility, amenity, brand, image, and green).…”

The Service Quality Evaluation on Tourist Loyalty in Malaysian Hotels by the Mediating Role of Tourist Satisfaction

“…The importance of tourist loyalty is provided by many researches and it has believed that affect firms to have competitive advantage ( see for example Abdul-Rahman & Kamarulzaman, 2012;Anderson, & Sullivan, 1993;Weber, 2001;Tsaur et al 2002;Rauyruen, & Miller, 2007;Yoon & Uysal, 2005;Tanford et al 2012). Loyalty is considered as two aspects.…”

“…Service quality in hotel is considered as important factor to influence customer to be loyal, hence attract more customers. Since 1920s when the first service research had started (Akbaba, 2006), so many researches has carried out about service quality and customer loyalty (Lee et al, 2011;Lin, 2005;Tanford et al, 2012;Wilkins et al, 2007). However, from the literature it is realized that there is a little researches have designed to investigate the relationship between service quality and customer loyalty in hotels especially in Malaysian hotels Customer loyalty is the most important source of competitive advantages for service companies.…”

The Effect of Process Quality and Outcome Quality on Tourist Loyalty in the Hotel Industry

“…Loyalty plays an substantial role in the hotel industry (Tanford et al, 2012). The current study suggested a model to provide a more thorough understanding the relationship between process quality (tangible, reliability, responsiveness, assurance, empathy, and convenience) and outcome quality (valence, waiting time and sociability) with tourist loyalty by mediating role of tourist satisfaction in the Malaysian hotel industry.…”

“…Ariffin and Maghzi (2012) proposed employees as a vital factor affecting visitor loyalty in hotels. Tanford Raab, and Kim (2012) suggested price, image, amenities, brand, and utility, whereas Chou Hsu, and Chen (2008) underscored location as an important factor affecting customers' satisfaction and loyalty. Several studies suggested service quality as the most important factor affecting customers loyalty in the hotel industry (Lovelock, 1983, Tsaur, Chiu, & Huang, 2002So et al, 2013), especially in 4 and 5-star hotels, in which customers have a low tolerance for inefficiency and are more sensitive to hotel services (Mattila, 1999).…”