Examining the Influence of Service Recovery Satisfaction on Destination Loyalty: A Structural Equation Modelling

Mohamad, Mahadzirah; Abdullah, Ahmad Rusdi; Mokhlis, Safiek

doi:10.5539/jsd.v4n6p3

Cited by 4 publications

(5 citation statements)

References 22 publications

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“…Applying SEM method, this study contributes to the academic knowledge by examining tourism theory in the context of Vietnam. This study also improves previous research model in tourism marketing (Yüksel and Akgül, 2007, Chen and Tsai 2007, Žabka et al, 2010, and Mohamad et al, 2011 by adding the important factors of promotional activities and tourist expectation. Our model gives a more extended and integrated vision of the effects of promotional activity and tourist expectation on tourist satisfaction and destination loyalty was proposed and tested in all phases of tourist decision-making.…”

Section: Academic Contributionsmentioning

confidence: 80%

“…Žabka et al (2010) indicate that the perceived quality of a destination's offerings as a formative construct does not permit the generalization of the relevant indicators across different destinations. Therefore, the relationship of promotional activity, tourist expectation, tourist satisfaction and destination loyalty in this study may provide a more specific approach to the core of the study, and the concept and degree of customer loyalty as two critical indicators can measure the success of a product-marketing strategy applied in the tourism industry (Mohamad et al, 2011).…”

Section: Discussionmentioning

confidence: 99%

“…The proposed model in these studies was constructed around the assumption that customer satisfaction was the function of disconfirmation, measured by nine "expectations met" factors that were weighted by the specific important attributes of employee attitude, location, room, price, facilities, reception, service, packing and food and beverage. As a result, customer satisfaction was found to be correlated with a customer's willingness to return (Chen and Tsai, 2007;Žabka et al, 2010;Mohamad et al, 2011). Oliver (1999, p. 34) defines the loyalty as "a deeply-held predisposition to repatronize a preferred brand or service consistently in the future, thereby causing repetitive same brand purchasing, despite situational influences and marketing efforts having the potential to cause switching behavior".…”

Section: The Relationship Among Promotional Activities Tourist Expecmentioning

confidence: 99%

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How Promotional Activities and Evaluative Factors Affect Destination Loyalty: Evidence from International Tourists of Vietnam

Lai¹,

Vịnh²

2013

IJMS

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Tourists' expectations regarding a given destination are affected to a certain extent by the destination's promotional activities. Although tourism destinations have promotional strategies that are put into effect with the goal of increasing the number of visitors, destination promotional failures are inevitable in the tourism industry. Many of the marketing planners in Vietnam tend to encounter difficulties when deciding which promotion tools to employ because they fail to understand tourists' consumer behaviors. The main purpose of this study is to explore how promotional activities and evaluative factors affect destination loyalty within the tourism industry. This study proposes a structural model of the relationships among promotional activities (PAs), tourist expectations (TEs), tourist satisfaction (TS) and destination loyalty (DL). Randomly selected respondents from the population of international tourists departing from Vietnamese international airports were selected to participate in the questionnaire study. Initially, an exploratory factor analysis (EFA) was performed to test the validity of the constructs, and the confirmatory factor analysis (CFA), using AMOS, was used to test the significance of the proposed hypothesis model. The results show that the relationships among PA, TE,TS and DL appear significant. The results also indicate that, beside their high expectations regarding a given destination's features, international tourists seem to be dissatisfied with the services that they received when visiting Vietnam. This dissatisfaction leads to a low level of tourists' intentions to return to Vietnam. This paper concludes with a discussion of the implications of the findings from the study for tourism marketers.

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Section: Academic Contributionsmentioning

confidence: 80%

Section: Discussionmentioning

confidence: 99%

Section: The Relationship Among Promotional Activities Tourist Expecmentioning

confidence: 99%

See 1 more Smart Citation

How Promotional Activities and Evaluative Factors Affect Destination Loyalty: Evidence from International Tourists of Vietnam

Lai¹,

Vịnh²

2013

IJMS

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“…Chi and Qu [6] conclude that attribute satisfaction is antecedent to overall satisfaction and that attribute satisfaction and overall satisfaction are both determinants of loyalty. In addition, Mohamad et al [25] provide empirical evidence that confirmed the positive and significant relationship between tourist satisfaction and destination loyalty. From the findings of previous literature reviews, this study proposes the following hypotheses:…”

Section: Literature Reviewmentioning

confidence: 92%

Relationships among Expectations, Satisfaction and Loyalty of Visitors to Craft Village

Thanh

Vịnh

Tuan

2020

Wseas Transactions on Environment and Development

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Craft villages play an important role in developing the cultural tourism and improving the attractiveness of cultural characteristics and traditional handcraft products to visitors. Although having many strengths, the development of Vietnamese craft villages tourism is still not commensurate with the inherent potential. The purpose of this study is to assess the relationship among expectations, satisfaction, and loyalty of visitors to craft village tourism in Hanoi. By applying the PLS-SEM method, the research has tested six hypotheses based on the survey results of 236 tourists at two famous tourist village of Hanoi: Bat Trang and Van Phuc. The result shows the positive related of tourists' expectations and tourist perceived value (β = 0.6), tourist satisfaction (β = 0.5) and tourist loyalty (β = 0.39). Similarly, the result indicates the positive relationship of perceived value, satisfaction (β = 0.28) and tourist loyalty (β = 0.2). Finally, the testing of the relationship between tourist satisfaction and tourist loyalty has been verified and is supported (β = 0.176). Conclusions, managerial implication, and suggestions for further studies are also included in the conclusions section of this study.

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“…Thus, service recovery efforts can only be effective if higher education institutions can ensure that fair interaction and outcome are provided. A fair interaction is one that includes an apology that is sincere and an explanation of what had prompted the service failure to occur and an undertaking to address the service failure (Mohamad, Abdullah & Mokhlis, 2011). Assefa (2014) avers that interaction plays a critical role during service failure and recovery.…”

Section: Interactional Justicementioning

confidence: 99%

The Impact of an Apology and Explanation on Interactional Justice in Higher Education Institutions

Msosa

Mlambo

2020

JESR

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Recently, students have been very vocal against poor services being offered by higher education institutions. These services range from lectures, registration, classroom management, examinations, transport, library services, housing or residence to the cafeteria. There is a perception that higher education institutions are not doing enough to address the challenges students are encountering even when such grievances or concerns are raised. Therefore, this study analysed the impact of an apology and explanation on interactional justice with respect to both academic and non-academic services. In addition, students' perceptions of an apology, explanation and interactional justice were evaluated. Respondents were selected from a purposive sample of 430 full-time students drawn across three public higher education institutions and data were collected using a self-administered quantitative questionnaire. Data were analysed using the SPSS and Smart PLS3. The findings of this study showed that both an explanation and an apology have a positive and significant impact on interactional justice in higher education institutions. The results also showed that students were largely satisfied with the explanation given than their perception of an apology and interactional justice. This study underpins the need for institutional managers to foster interaction between the institution and aggrieved students. Higher education institutions should offer an apology and explanation if necessary to pacify any animosity that may arise as a result of a poorly delivered service.

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Examining the Influence of Service Recovery Satisfaction on Destination Loyalty: A Structural Equation Modelling

Cited by 4 publications

References 22 publications

How Promotional Activities and Evaluative Factors Affect Destination Loyalty: Evidence from International Tourists of Vietnam

How Promotional Activities and Evaluative Factors Affect Destination Loyalty: Evidence from International Tourists of Vietnam

Relationships among Expectations, Satisfaction and Loyalty of Visitors to Craft Village

The Impact of an Apology and Explanation on Interactional Justice in Higher Education Institutions

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