Social and Cultural Experiences with Loyalty towards Hotel Services: The Mediating Role of Customer Satisfaction

Ogunnaike, O.O.; Agada, Solomon A.; Ighomereho, Salome O.; Borishade, T. T.

doi:10.3390/su14148789

Cited by 6 publications

(4 citation statements)

References 45 publications

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“…This implies that restaurant guests make their choices mirrored around their associations. This is supported by assertions that guests are likely to express their individual experiences as a reflection of their cultural backgrounds pointed out by (Ogunnaike et al (2022).…”

Section: The Influence Of the Decision-making Process On The Relation...mentioning

confidence: 78%

Cultural Practices and Food Consumption Behaviour of Guests Dining In 4-5 Star Hotels in Nairobi City County, Kenya

Mwanzia

2024

JHTM

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In a culturally diverse market such as Kenya, consumers form a mindset of foods to consume while dining out, have different food preferences, and assume different consumption behavior patterns while making food purchases. Cultural practices may influence their decisions, prohibiting them from eating certain foods. The study sought to investigate the influence of cultural practices on behaviors regarding food consumption of guests when dining out in restaurants found in 4–5-star hotels in Nairobi County. The study’s target population was customers dining out in restaurants in 4–5-star hotels in Nairobi County and respective restaurant managers. A suitable pretest sample of 10 respondents was selected from walk-in customers and three restaurant managers from three restaurants picked from the hotels that were not part of the sample. Cronbach's Alpha obtained from the pre-tested 13 participants was 0.743. The ideal sample size of respondents drawn from restaurants in hotels classified as four- and five-star hotels according to the Tourism Regulatory Authority classification 2016 was determined by proportionate stratified sampling. The sampling technique for the Managers was purposive, selecting each Restaurant's Manager. The estimated number of respondents was 385 from a sample of restaurants in 21 hotels ranked as 4- and 5-star hotels in Nairobi County. Data collection involved questionnaires and direct interviews, yielding an 80.5% response rate with 310 adequately completed questionnaires and seven interviews. The analysis utilized descriptive and inferential statistics, presenting the data in tables, charts, and graphs for each category of variables. The Chi-square Test was employed to assess the relationship between dependent and independent variables at a 95% confidence level. The findings showed a significant association between food taboos and the dining habits of patrons in 4-5 star hotel restaurants in Nairobi County (χ2=8.980, p=0.003), a notable link between cultural beliefs and dining habits in the same context (χ2=22.099, p<0.05), and a significant influence of rituals on these dining habits (χ2=5.361, p=0.021<0.05). The study further established that the decision-making process significantly moderated the relationship between cultural practices and consumption behavior of diners in restaurants in four and five-star hotels in Nairobi County. The study concludes that modern-day food consumption behaviors result from several factors, including culture, taboo, religious beliefs, rituals, and thus food choice diversity. Therefore, 4- and 5-star hotel professionals should factor in the cultural element during menu planning to balance the catering, financial, and marketing policies. Keywords: Cultural influences, food consumption patterns, luxury hospitality, gastronomic tourism, Nairobi city county hospitality.

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Section: The Influence Of the Decision-making Process On The Relation...mentioning

confidence: 78%

Cultural Practices and Food Consumption Behaviour of Guests Dining In 4-5 Star Hotels in Nairobi City County, Kenya

Mwanzia

2024

JHTM

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“…Marketing strategies are plans and actions that a marketer uses to achieve specific marketing goals and objectives. Several studies found that the market orientation, innovation orientation, and entrepreneurial orientation have positive effects on the organizational performance, mediated by a competitive advantage and customer value [39]. Adopting effective marketing mix strategies in healthcare services (using the 7 Ps) could also enhance patient satisfaction and loyalty [19].…”

Section: Healthcare Marketing and Customer Attitudesmentioning

confidence: 99%

Assessing Customer Satisfaction to Support Future Improvement Strategies of Healthcare Systems: Evidences from Russia and Romania

Bulatnikov,

Constantin

2023

Sustainability

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The analyses of current healthcare systems in Russia and Romania made by different scholars in the specialty literature highlight a below-medium health quality index worldwide, which is especially low when compared to leading EU countries. The prevailing need to address health features with quantitative customer research has prompted this paper to focus on the challenges of the healthcare systems in two countries from the customer’s perspective. The main goal of the research is to capture the main problems of the analyzed healthcare systems which require certain improvements, changes, and innovations, and to find proper strategies for their future development from a marketing approach. The attitudes of 410 people from Russia and Romania have been collected using an electronic survey, based on a questionnaire that contained some items concerning the marketing mix in the public and private clinics from the two analyzed countries. These items have been evaluated by respondents from both the importance and satisfaction perspectives, and the Importance–Satisfaction (IS) matrix was used to discover marketing strategies that are the best fit for each component of the marketing mix in the healthcare clinics. The outcomes of this study highlight the need to focus efforts mainly on improving the quality of the services in both countries, with some peculiarities for the public and private sectors. It was also revealed that both countries need massive improvements in their public clinic sectors.

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“…Customer satisfaction has long been viewed as a key determinant of loyalty intentions [16,59,60]. In other words, satisfied customers tend to hold more favorable attitudes toward current providers, making them more likely to maintain their existing relationships [61].…”

Section: The Dynamics Of the Satisfaction-loyalty Intentions Linkmentioning

confidence: 99%

Do Changes in Attribute Weights between Two Platforms Alter Interplay Effects in the O2O Era? Two Time-Lag Intervals in the Tourism Sector

Kim

2023

Sustainability

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Hotels and their online agencies have an interplay effect on the online-to-offline (O2O) platform. Since the new platform cannot do business with one service provider alone, understanding the changes in attributes that determine service satisfaction during subsequent consumption events is crucial. Despite such interrelationships between online agency services and offline hotel services, there remains a dearth of empirical research on this issue. Grounded in the consumption system approach, the present paper attempted to empirically examine the temporal, carryover, and interplay relationships among service attributes, customer satisfaction, and loyalty intentions in the hotel O2O commerce context. We developed a conceptual model for the establishment of consumption systems that consist of two different service providers and tested it using two time-lag interval data. The results showed that the relationship between attribute-level ratings and satisfaction is dynamic for both tourism websites and hotels. In particular, we found that changes in online tourism website attributes are more dynamic than changes in hotel attributes. Furthermore, while the tourism website satisfaction–hotel loyalty intentions linkage strengthens during consumption episodes, the hotel satisfaction–tourism website loyalty intentions linkage weakens, demonstrating the difference in temporal effects on O2O businesses. Meanwhile, although the relationship between satisfaction and loyalty intentions are strengthened in the online tourism sector, the same relationship if weakened in the hotel sector. Finally, we found no carryover effects in the Chinese hospitality sectors.

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Social and Cultural Experiences with Loyalty towards Hotel Services: The Mediating Role of Customer Satisfaction

Cited by 6 publications

References 45 publications

Cultural Practices and Food Consumption Behaviour of Guests Dining In 4-5 Star Hotels in Nairobi City County, Kenya

Cultural Practices and Food Consumption Behaviour of Guests Dining In 4-5 Star Hotels in Nairobi City County, Kenya

Assessing Customer Satisfaction to Support Future Improvement Strategies of Healthcare Systems: Evidences from Russia and Romania

Do Changes in Attribute Weights between Two Platforms Alter Interplay Effects in the O2O Era? Two Time-Lag Intervals in the Tourism Sector

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