Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia’s hotels

Lemy, Diena Mutiara; Goh, Edmund; Jie, Ferry

doi:10.1177/1356766718819658

Cited by 67 publications

(57 citation statements)

References 106 publications

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“…While dissatisfaction arises when the results does not meet customer expectations (Engel et al, 1990). Customer Satisfaction the level of a person feels the state resulting from comparing a product's perceived performance (or outcome) in relation to the person's expectation (Kotler, 2000).…”

Section: Customer Satisfactionmentioning

confidence: 99%

An examination of the relationships between customer relationship management quality, service quality, customer satisfaction and customer loyalty: The case of five star hotels

Mokhtar¹,

Sjahruddin²

2019

ASSRJ

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Customer's loyalty seems to have received a lot of attention from scholars. This research began by describing customer relationship management (CRM) quality and service quality. The meditational model that links CRM quality and service quality with customer loyalty through customer satisfaction is proposed. Appropriate steps are identified and surveys conducted among 1,825 hotel customers using simple random sampling techniques. 773 questionnaires were returned with a response rate of around 42.3 percent, 46 questionnaires were deemed unusable because of the large amount of missing data so that 309 analysis units could be used. The results show that customer satisfaction plays a mediating role in the effect of CRM quality and service quality on customer loyalty. The implications are discussed, the limitations of the study are noted and the possible fields for further research are shown.

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Section: Customer Satisfactionmentioning

confidence: 99%

An examination of the relationships between customer relationship management quality, service quality, customer satisfaction and customer loyalty: The case of five star hotels

Mokhtar¹,

Sjahruddin²

2019

ASSRJ

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“…Customer loyalty has undoubtedly become an important element and the main concern for the company (Boakye et al, 2017). It can be beneficially obtained in a way to improve service quality as proven on the empirical researches (Lai, 2014;Lemy et al, 2019;Lin et al, 2016;Nguyen-Phuoc et al, 2020). Furthermore, service quality that is defined as consumers' perceptions as well as expectations before receiving services and, the means by which services are provided simultaneously , has very strong influence on (Al-Hawari, 2011;Elias-Almeida et al, 2016;Torres & Kline, 2006) and the very close relationship (Choi et al, 2019;Kao et al, 2016;Wattanakamolchai et al, 2016) with customer delight which has been proved in some research literature (Ahrholdt et al, 2016;Joudeh & Dandis, 2018;Wang, 2011).…”

Section: Introductionmentioning

confidence: 99%

Customer Loyalty During Pandemy: Understanding Loyalty Through The Lens of Online Ride Hailing Service Quality

Pratondo

Zaid

2021

IJSSB

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This research study aimed to research and analyze the influence of service quality on customer loyalty mediated by customer delight on online ride hailing industry in D.I. Yogyakarta. This research method used quantitative analysis involving data taken using a purposive sampling technique to collect the data from 128 online ride hailing customers in D.I. Yogyakarta with certain criteria as a sample. The sample data was then collected through a survey by using a questionnaire distributed to respondents. The data that had been obtained then analyzed through regression analysis, and path analysis by using the SPSS Statistics 25 program. The result of this study indicated that while service quality had positive influence on customer delight and customer loyalty. Customer delight also had a positive influence on customer loyalty, and at the same time played an important role in mediating the influence of service quality on customer loyalty. This study indicates that service quality plays an important and becomes the key role in influencing customer delight which is at the same time is an important factor in gaining customer loyalty in online ride hailing industry. Besides service quality, it turns out that customer Delight also has a positive influence on customer loyalty. and as a mediator, its role in mediating service quality on customer loyalty is also proven to be effective.

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“…Total 305 questionnaires were found to be fit for final research analysis; hence the effective response rate was 76.25%. The analysis is done through SPSS version 22 and AMOS version 21 to get appropriate results (Lemy et al, 2019).…”

Section: The Mediating Role Of Customer Satisfaction Between Customer Perceived Quality and Customer Loyaltymentioning

confidence: 99%

“…Social media has turned into a huge e-commerce avenue where customers comfortably pay for products after removing any ambiguity about the brand services, which motivates the customers toward digitalized corporations in the future as well (Tuten & Solomon, 2017). At the platform of social media, digitalized corporations can also make comparisons between available services and the benefits they offer; thus, they can scrutinize the specific brand in multiple dimensions and then have a loyal relationship with the chosen portal (Lemy et al, 2019).…”

Section: Introductionmentioning

confidence: 99%

Mediated Model of Digitalized Corporations in the Context of Price Fairness and Customer Perceived Quality

Arshad

Danish

Hasnain

et al. 2021

HSSR

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Abstract Purpose of the study: This research is conducted on the digital marketing industry flourished by digitalized corporations, based on their websites and different social media channels. In this study, we tried to determine the behavior of digitalized corporations in the context of price fairness and customer perceived quality. We also examined the trust of the digitalized corporations, satisfaction, and loyalty with the online portals. Methodology: This study uses cross-sectional data of CEOs and other authorities of digitalized corporations. SPSS version 22 and AMOS version 21 are used for data analysis. Data is collected by distributing 400 questionnaires for this quantitative study. The convenience sampling technique is used for data collection. Main Findings: After analyzing the collected data, we found that price fairness is a more favorable factor than customer perceived quality. Trust and customer satisfaction are also important factors to generate loyalty. If online portals make their policies friendly for the digitalized corporations in pricing, they can get many customers on their platform. Hence, they can get a high volume of business opportunities. Novelty/Originality of the study: The previous research regarding social media is generally based on consumers’ behavior in favor of digitalized corporations, while we examined digitalized corporations' behavior regarding digital marketing techniques in the Pakistani context. The relationship between online portals and digitalized corporations was investigated. Applications of the study: This study is significant for the digitalized corporations in observing the fair dealing of online portals in the context of perceived quality and fair pricing. Then digitalized corporations develop trust with these portals and finally become loyal. This study recommends online portals focus on their pricing policies to enhance customer satisfaction.

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Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia’s hotels

Cited by 67 publications

References 106 publications

An examination of the relationships between customer relationship management quality, service quality, customer satisfaction and customer loyalty: The case of five star hotels

An examination of the relationships between customer relationship management quality, service quality, customer satisfaction and customer loyalty: The case of five star hotels

Customer Loyalty During Pandemy: Understanding Loyalty Through The Lens of Online Ride Hailing Service Quality

Mediated Model of Digitalized Corporations in the Context of Price Fairness and Customer Perceived Quality

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