The Determinants of Loyalty in Hotels

Wilkins, Hugh; Merrilees, Bill; Herington, Carmel Ann

doi:10.1080/19368620903327626

Cited by 107 publications

(121 citation statements)

References 47 publications

Supporting

Mentioning

110

Contrasting

Unclassified

Order By: Relevance

“…Many of Bowen and Shoemaker's attributes are related to benefits of the reward program, whereas there are other factors that could influence loyalty. In their model of hotel loyalty, Wilkins et al (2010) identified three factors that contributed to service quality, namely physical product, food and beverage, and service experience. Service quality was the main indirect determinant of loyalty in their model.…”

Section: Purchase Decision Factorsmentioning

confidence: 99%

“…Research has separately examined factors that are important to hotel guests (Dolnicar and Otter, 2003); and factors that drive customer loyalty (e.g., Bowen and Shoemaker, 2003;Ramanathan and Ramanathan, 2011;Wilkins et al, 2010); but in most cases, both concepts were not investigated in the same study. In addition, most research has investigated these concepts for a single business segment or an aggregate sample of all customers.…”

Section: Introductionmentioning

confidence: 98%

See 1 more Smart Citation

Determinants of customer loyalty and purchasing behavior for full-service and limited-service hotels

Tanford

Raab

Kim

2012

International Journal of Hospitality Management

145

View full text Add to dashboard Cite

Section: Purchase Decision Factorsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 98%

Determinants of customer loyalty and purchasing behavior for full-service and limited-service hotels

Tanford

Raab

Kim

2012

International Journal of Hospitality Management

145

View full text Add to dashboard Cite

“…Customer loyalty can be established in many ways such as support towards a certain organization by continue patronizing a certain provider and this leads to increment in the frequency of their purchases (Rowley, 2005;Wilkins, Merrilees, & Herington, 2009). According to Olorunniwo et al, (2006), customers who are loyal have an impact on the profitability and overall success of the organization in two distinctive ways.…”

Section: Relationship Between Service Quality Customer Satisfaction mentioning

confidence: 99%

Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education

Mansori¹,

Vaz²,

Ismail³

2014

ASS

View full text Add to dashboard Cite

The changing of the global demographic trends clearly suggests a growing demand for a quality higher education. In fact, several studies have been carried out in the past few years to explore the factors that have effects on the customer satisfaction and its consequences in various industries. In the same manner, this study also explores the five factors of service quality (SERVQUAL) and their relationship with the level of student satisfaction and their loyalty as well as the intervening role of satisfaction in the relationships between SERVQUAL factors and loyalty among undergraduate students.The study used self-administered questionnaires to test the proposed model and data collected from 460 questionnaires were analysed. The questionnaires were distributed at various private universities and colleges in Malaysia based on convenience sampling. The results of this study are in accordance with prior studies in this field as SERVQUAL factors do influence the level of customers' satisfaction in the service industry. This study shows that the level of students overall satisfaction is mostly affected by tangibility. This finding indicates that the physical facility on the campus plays a major role in satisfying the students. The results also show that tangibility has the highest influence (directly and indirectly) on the students' intention to continue to a higher level of studies and/or spreading good word of mouth about the institution to their friends and the society. However, to generalize the results of this study, consideration should be made to the limitation of the number of the private institutions where the samples are collected. It is suggested that for further study, more samples should be taken from a larger number of institutions.

show abstract

“…Muitos autores à relacionam com a satisfação dos hóspedes (Blesic, Ivkov-Dzigurski, Stankov, Stamenkovic, & Bradic, 2011;Curakovic, Sikora, Garaca, Curcic, & Vukosav, 2013;Markovic & Jankovic, 2013), outros com a lealdade (Kuo, Chang, Cheng, & Lai, 2013;Wilkins, Merrilees, & Herington, 2010), existem os que defendem a utilização da qualidade como ferramenta gerencial (Alonso-Almeida, Rodríguez-Antón, & Rubio-Andrada 2012), ou como vantagem competitiva (Silva & Teixeira 2007;Zhong, Chen & Xie, 2010). O comportamento do hóspede também é relacionado constantemente com a qualidade dos serviços hoteleiros (Kuo, Chang, Chen, & Hsu, 2012;Zhen & Zhu, 2010), bem como as suas percepções (Grobelna & Marciszewska, 2013;Johann & Anastassova 2014;Petry, Pickler, & Tomelin, 2016;Stupariu & Josan, 2014 A escala SERVQUAL vem sofrendo algumas adaptações ao longo dos anos, direcionadas a situações específicas, a fim de ser utilizada da melhor forma possível pelos mais diversos setores da economia.…”

Section: Qualidade Dos Serviços Na Hotelariaunclassified

A qualidade dos serviços na hotelaria: um estudo com base nas online Travel Reviews (OTRS)

Limberger¹,

Meira²,

Añaña³

et al. 2016

Revista Turismo

View full text Add to dashboard Cite

A análise da qualidade dos serviços vem sendo objeto de estudo de diversas investigações no âmbito da hotelaria. A presente pesquisa tem como objetivo analisar a qualidade dos serviços prestados pelos hotéis de Florianópolis (SC), através dos critérios de avaliação da empresa Booking.com. O estudo caracteriza-se por ser descritivo, com abordagem quantitativa, realizado através da coleta de Online Travel Reviews (OTRs) postadas no site www.booking.com, relacionadas à 37.875 avaliações de turistas, de 103 hotéis localizados em Florianópolis (SC). Os critérios avaliados foram funcionários, conforto, limpeza, custo-benefício, localização, comodidades e Wi-Fi gratuito. Utilizou-se de alguns testes estatísticos para atingir o objetivo proposto, tais como análise descritiva, análise discriminante, análise de regressão e análise de cluster. Os resultados alcançados demonstram que os critérios relacionados ao conforto e às comodidades influenciam na avaliação dos demais critérios, bem como na avaliação da satisfação geral realizada pelos turistas.

show abstract

The Determinants of Loyalty in Hotels

Cited by 107 publications

References 47 publications

Determinants of customer loyalty and purchasing behavior for full-service and limited-service hotels

Determinants of customer loyalty and purchasing behavior for full-service and limited-service hotels

Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education

A qualidade dos serviços na hotelaria: um estudo com base nas online Travel Reviews (OTRS)

Contact Info

Product

Resources

About