The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry

Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand

“…Service quality, customer satisfaction and loyalty are crucial elements for business success and it is now more important than ever that business's understand and monitor them (Liat et al, 2014).…”

“…The concept of customer satisfaction is one of the main themes in business scholarship and practice, since it links the process of purchasing and consumption with post-purchase phenomena (Liat et al, 2014), and is essential to long-term business success (Nam, Ekinci, & Whyatt, 2011). Chitty, Ward and Chua (2007) viewed customer satisfaction as a comparison between the sacrifice experienced (cost) and the perceived rewards (benefit) during the purchase and consumption process.…”

“…The key roles of accommodation service quality and related customer satisfaction have also been noted as important antecedents in visitors' decision making processes, as well as in creating customer loyalty (Berezina et al, 2012;Liat, Mansori, & Huei, 2014;Yee, Yeung, & Cheng, 2010). However, a debate still exists about the relationships between service quality, satisfaction and loyalty (Berezina et al, 2012).…”

Investigating the Effects of Airport Servicescape on Airport Users’ Behavioral Intentions: A Case Study of Incheon International Airport Terminal 2 (T2)

“…Moreover, Chiou and Chen [40] revealed that customer satisfaction was recognized as the important antecedent of corporate image. Thus, it is more desirable to see image as a result of satisfaction rather than as a leading variable of the formation of satisfaction [41].…”

Determinants of Hotel’s Service Standard: Reputation and Relationship Orientation

“…Consequently, many hotels' management urge upon the betterment of hotel's ambiance and improving the individual contact in order to convey the advantages provided by hotel, which directly build perceivable and favorable images for customers [35]. As stated by, [36] in order to resolve effectively; Effective systems should be implemented by hotel operators in order to continuously observe the customer's desires and perception of service standard. The guests will be impressed and level of satisfaction will be raised by such kind of systems.…”