Impact of hotel service quality on the loyalty of customers
Journal Title: Economic Research-Ekonomska Istraživanja - Year 2016, Vol 29, Issue 1
Abstract
The hotel business is rapidly developing due to growing demand for such services as well as the growing opportunities for travel. As a result, hotels face demanding customers, since the requirements for quality grow with an increased use of hotels’ services, in order to increase the competitive ability of a hotel, the issue of customer loyalty is also important. The aim of this article is to assess the impact of the quality of hotel services on the loyalty of customers. In the article the original created methodology SERQUALOYL is presented, where two methodologies were adapted: SERQUAL methodology used in the research of service quality, and the methodology for the determination of customer’s loyalty level stage, applied in loyalty research. The results of research have revealed that the conformity of expected quality with the quality experienced has a significant influence on the customer’s loyalty. The hotels, in order to increase the competitive ability and to obtain a higher number of loyal customers, should firstly make the expectations of customers coincide with the offered service quality.
Authors and Affiliations
Edmundas Jasinskas, Dalia Streimikiene, Biruta Svagzdiene, Arturas Simanavicius
Keywords
Related Articles
- EP ID EP202978
- DOI 10.1080/1331677X.2016.1177465
- Views 51
- Downloads 0
Impact of public expenditure in labour market policies and other selected factors on youth unemployment
ABSTRACT This study investigates the impact of selected macroeconomic, demographic, institutional and educational determinants on youth unemployment rates in Europe, with special attention to effects of Active Labour Mar...
Determinants of the performance of investment funds managed in Hungary
We investigate the performance and time varying risk behaviour of Hungarian equity mutual funds by applying modified versions of the four-factor model applying different market proxies. We classify the funds according to...
Determining the utility in management by using multi-criteria decision support tools: a review
The multiple criteria decision-making (MCDM) utility-determining techniques are considered to be new development techniques that have been recently presented, extended and used by some scholars. In the current work, an a...
Interactions between business conditions, economic growth and crude oil prices
This study aims to research the empirical relationship between business conditions (BCs) and crude oil prices by employing a time series analysis for a panel of regions. BCs have been proxied by real income and real indu...
Investors’ behaviour in regard to company earnings announcements during the recession period: evidence from the Macedonian stock exchange
The study investigates the reaction of investors to annual earnings releases as reflected in the volume and price movements of common stocks during a recession. We provide an apparent example where investors did not reac...