Factors Influencing Customer Satisfaction and Customer Loyalty in the Hotel Industry
Keywords:
Loyalty, Hotel, CustomerAbstract
This article raises such issues as the importance of the customers to the hotel business, the importance of improving the hotel service quality, the level of satisfaction and loyalty of customers in the lodging industry. The article raises questions such as "What is customer loyalty?" and "What is the difference between customer loyalty and customer satisfaction?" "Ways to increase the level of customer satisfaction and customer loyalty?" and "How service quality affects customer satisfaction and customer loyalty" etc. The article pays special attention to modern marketing, new technologies, and the influence of these technologies on today’s business. The article also gives advice to those who are interested in increasing customer loyalty in their business performance.
References
1. Zeithaml, VA, Berry, LL, & Parasuraman, A. (1996). The behavioral consequences of service quality. The Journal of Marketing, 31-46. https://doi.org/10.2307/1251929
2. Zeithaml, VA, & Bitner, MJ (2003). Services Marketing: Integrating Customer Focus Across the Firm. New York: Mc Graw-Hill
3. Cronin Jr, JJ, & Taylor, SA (1992). Measuring service quality: a reexamination and extension. The journal of marketing 55-68.
4. Lemy, D., Goh, E., & Ferry, J. (2019). Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia's hotels. Journal of Vacation Marketing.
5. Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44.
6. Parasuraman, A., Zeithaml, VA, & Berry, LL (1988). Servqual: A multiple-item scale for measuring consumer perceptions. Journal of retailing, 64 (1), 12.
7. Makanyeza, C., & Chikazhe, L. (2017). Mediators of relationship between service quality and customer loyalty: Evidence from the banking sector in Zimbabwe. International Journal of Bank Marketing, 35 (3), 540-556.
8. Bhakane, B. (2015). Effect of customer relationship management on customer satisfaction and loyalty.
9. Veysel YILMAZ & Erkan ARI, (2018) Investigating the Relationship between Service Quality Dimensions, Customer Satisfaction and Loyalty in the Turkish banking sector: An Application of the Structural Equation Model
10. Cengiz Yilmaz (2018) Effects of Customer Complaint Management Quality on Business Performance in Service Businesses
11. Yılmaz C., Varnalı, K,. and Kasnakoğlu, B.T. (2016). “How Do Firms Benefit from Customer Complaints,” Journal of Business Research, 69: 944-955.
12. Oliver, RL (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw
13. Kotler, Philip & Armstrong, Gary. (2013). Principles of Marketing, 12th Edition. Erlangga Publisher
14. Paulo Rita, Tiago Oliveira, Almira Farisa (2019) Impact of e-service quality and customer satisfaction on customer behavior when making online purchases.
15. Sallaudin Bin Hassan (2019) The mediating effect of corporate image and student satisfaction on the relationship between service quality and student loyalty in TVET.
16. Enna HIRATA (2019) Service characteristics and customer satisfaction in the liner industry.
17. Özgür Davrasa, Meltem Caber (2019) Analysis of hotel services by their symmetrical and asymmetrical impact on overall customer satisfaction: comparison of market segments.
18. Sungjun Joe (2019) The influence of fellow shopers on complaining behavior: the regulatory role of gender.
19. Julia Koch, Sven-Olaf Gerdt (2020) Determinants of company sustainable performance and their implications for customer satisfaction in the hospitality industry.
2. Zeithaml, VA, & Bitner, MJ (2003). Services Marketing: Integrating Customer Focus Across the Firm. New York: Mc Graw-Hill
3. Cronin Jr, JJ, & Taylor, SA (1992). Measuring service quality: a reexamination and extension. The journal of marketing 55-68.
4. Lemy, D., Goh, E., & Ferry, J. (2019). Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia's hotels. Journal of Vacation Marketing.
5. Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44.
6. Parasuraman, A., Zeithaml, VA, & Berry, LL (1988). Servqual: A multiple-item scale for measuring consumer perceptions. Journal of retailing, 64 (1), 12.
7. Makanyeza, C., & Chikazhe, L. (2017). Mediators of relationship between service quality and customer loyalty: Evidence from the banking sector in Zimbabwe. International Journal of Bank Marketing, 35 (3), 540-556.
8. Bhakane, B. (2015). Effect of customer relationship management on customer satisfaction and loyalty.
9. Veysel YILMAZ & Erkan ARI, (2018) Investigating the Relationship between Service Quality Dimensions, Customer Satisfaction and Loyalty in the Turkish banking sector: An Application of the Structural Equation Model
10. Cengiz Yilmaz (2018) Effects of Customer Complaint Management Quality on Business Performance in Service Businesses
11. Yılmaz C., Varnalı, K,. and Kasnakoğlu, B.T. (2016). “How Do Firms Benefit from Customer Complaints,” Journal of Business Research, 69: 944-955.
12. Oliver, RL (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw
13. Kotler, Philip & Armstrong, Gary. (2013). Principles of Marketing, 12th Edition. Erlangga Publisher
14. Paulo Rita, Tiago Oliveira, Almira Farisa (2019) Impact of e-service quality and customer satisfaction on customer behavior when making online purchases.
15. Sallaudin Bin Hassan (2019) The mediating effect of corporate image and student satisfaction on the relationship between service quality and student loyalty in TVET.
16. Enna HIRATA (2019) Service characteristics and customer satisfaction in the liner industry.
17. Özgür Davrasa, Meltem Caber (2019) Analysis of hotel services by their symmetrical and asymmetrical impact on overall customer satisfaction: comparison of market segments.
18. Sungjun Joe (2019) The influence of fellow shopers on complaining behavior: the regulatory role of gender.
19. Julia Koch, Sven-Olaf Gerdt (2020) Determinants of company sustainable performance and their implications for customer satisfaction in the hospitality industry.
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Published
2022-01-28
How to Cite
Bakhtiyerovna , N. D. . (2022). Factors Influencing Customer Satisfaction and Customer Loyalty in the Hotel Industry. Central Asian Journal of Social Sciences and History, 3(1), 11–15. Retrieved from https://cajssh.casjournal.org/index.php/CAJSSH/article/view/239
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