The determinants of customer loyalty: An analysis of intangible factors in three service industries

Bei, Lien-Ti; Chiao, Yu‐Ching

doi:10.1108/10569210680000215

Cited by 84 publications

(81 citation statements)

References 47 publications

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“…The results of several studies indicate that service quality has a positive effect on satisfaction [5], [6], [7], [8]. One of these studies found that service quality has a positive significant impact on customer satisfaction.…”

Section: Service Qualitymentioning

confidence: 99%

The Effect of Service Quality, Customer Satisfaction and Corporate Image on Customer Loyalty in the banking sector in Indonesia

Darmawan¹

2018

Preprint

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Section: Service Qualitymentioning

confidence: 99%

The Effect of Service Quality, Customer Satisfaction and Corporate Image on Customer Loyalty in the banking sector in Indonesia

Darmawan¹

2018

Preprint

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“…(Bei & Chiao, 2006;Choi & Chu, 2001;Riadh, 2012;Xiaoyun Han, Kwortnik, & Chunxiao Wang, 2008). Satisfaction with a service experience is both cognitive (evaluative) and an affectivebased response.…”

Section: The Lodging Quality Index and Its Relation To Customer Satismentioning

confidence: 99%

Customer Satisfaction with Luxury Hotel in Bangkok: The Influence of Housekeeping Services Quality

Kawachart¹,

Panichpathom²,

Sriboonjit³

et al. 2013

Proceedings of the 20th Annual European Real Estate Society Conference - Vienna, Austria

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Last but not least, I would like to thank my beloved parents Temdoung Pakornrakpan and Arayah Kawachart, for giving birth to me at the first place and supporting me spiritually throughout my life. Structured Abstract:Purpose -The purpose of this study is to examine the service quality, to represent what factors of housekeeping-service quality make the greatest contribution to customer satisfaction in housekeeping services of luxury hotels in Bangkok. The items of these four dimensions were adapted and reworded based on the LQI model for investigating the specific context. Design/methodology/approach -Data are collected from 200 Thai and foreign respondents who stayed in the luxury hotel located at CBD of Bangkok within six months. The housekeeping-service quality was measured using four LQI dimensions of Tangibility, Reliability, Responsiveness and Communication as a predictor toward customer satisfaction. Hypothesizing these four dimensions has direct effect on the customer satisfaction in housekeeping services. Data are examined by using exploratory factor analysis and multiple regression analysis.Findings -The resulted indicated that two out of four original constructs had direct effects on customer satisfaction. However, this study found two new constructs, which are Understanding and Competency that had direct effect on customer satisfaction. The final model consisted of four constructs, namely Reliability, Responsiveness, Understanding, and Competency which had an influence on customer satisfaction directly. The final model has relatively good explanatory power with R² = 40.6%. The Competency was the most significant in the final model.Implications -The hotel managers of luxury class hotels should recognize the important of "Competency" and "Understanding" in performing the housekeeping services in order to enhance customer satisfaction by training the housekeeping to work efficiently and have friendly manner and effort to anticipating customer's need.Originality/value -This study particularly identified the important factors of housekeeping-services quality, which helped the hotelier to improve the housekeeping services in the right point, thus this helps minimizing cost and time investment. This paper is one of rare study that attentively focused on the context of housekeeping services that has not been developed or operationalized. Type footer information hereType header information here Keywords: Housekeeping, Hotel Service Quality, Lodging Quality Index, Customer satisfaction, Luxury Hotel, LQI AbstractPurpose -The purpose of this study is to examine the service quality, to represent what factors of housekeeping-service quality make the greatest contribution to customer satisfaction in housekeeping services of luxury hotels in Bangkok. The items of these four dimensions were adapted and reworded based on the LQI model for investigating the specific context.Design/methodology/approach -Data are collected from 200 Thai and foreign respondents who stayed in the luxury hotel located at CBD of Bangkok wit...

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“…A library query presents that in literature, we may encounter numerous papers on the factors that are shaping the loyalty of customers taking advantage of automobile services [25][26][27][28][29][30][31][32][33].…”

Section: Introductionmentioning

confidence: 99%

“…The next researchers analyzed determinants forming customer loyalty on the basis of three services industries, including automobile repairs [27]. The influence of the quality of the product, quality of services, and fair prices exerted on the loyalty has been examined.…”

Section: Introductionmentioning

confidence: 99%

Using Neural Networks in Modeling Customer Loyalty in Passenger Cars Maintenance and Repair Services

et al. 2018

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Featured Application: A proposed model of the segmentation of customers, which were obtained with the use of neural networks, can be useful for quality managers in automotive, auto repair shops owners, insurance companies managers, allowing for predicting customer loyalty on a basis of formal characteristics and to take proper activities to make or keep customer loyal. Abstract: Background: In the study, we researched if it is possible to identify the segments of customers of auto repair shops with the use of neural networks? The study attempts to contribute to literature by way of classifying customers of the auto repair shops, accordingly to their loyalty, with the use of advanced statistical methods. Methods: The paper covers classification trees, neural networks, and cluster analyses that were applied in order to classify customers according to their loyalty. Results: It has been proved that three groups of factors influence loyalty: (1) social and demographic factors concerning customer characteristics; (2) technical factors concerning the vehicle and the manner of its use; and (3) factors defining the evaluation of the service quality provided by the auto repair shops. Four segments of customers which vary in terms of formal characteristics and assessment of the quality of services were obtained. Conclusions: (1) identification of factors shaping customers' loyalty; (2) possibility of checking which changes of the quality of services may influence the loyalty of the customers; and (3) identification of the segments of the customers in the case of which the marketing strategies applied to increase the loyalty, must be treated with the utmost priority.

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The determinants of customer loyalty: An analysis of intangible factors in three service industries

Cited by 84 publications

References 47 publications

The Effect of Service Quality, Customer Satisfaction and Corporate Image on Customer Loyalty in the banking sector in Indonesia

The Effect of Service Quality, Customer Satisfaction and Corporate Image on Customer Loyalty in the banking sector in Indonesia

Customer Satisfaction with Luxury Hotel in Bangkok: The Influence of Housekeeping Services Quality

Using Neural Networks in Modeling Customer Loyalty in Passenger Cars Maintenance and Repair Services

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