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

Hotel operators strive to satisfy the needs of their guests and subse-quently retain them by trying to understand the factors that could build up a strong loyal clientele base. Previous studies have found that there are four critical perspectives related to the hotel indus-try that enable hotel oper...

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Main Authors: Cheng, Boon Liat, Mansori, Shaheen, Cham, Tat Huei
Format: Article
Language:English
Published: Taylor & Francis Group 2014
Subjects:
TX Home economics
Online Access:http://eprints.intimal.edu.my/165/1/The%20Associations%20Between%20Service%20Quality....pdf
http://eprints.intimal.edu.my/165/
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id my-inti-eprints.165
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spelling my-inti-eprints.1652016-09-21T08:22:24Z http://eprints.intimal.edu.my/165/ The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry Cheng, Boon Liat Mansori, Shaheen Cham, Tat Huei TX Home economics Hotel operators strive to satisfy the needs of their guests and subse-quently retain them by trying to understand the factors that could build up a strong loyal clientele base. Previous studies have found that there are four critical perspectives related to the hotel indus-try that enable hotel operators to cope with the fierce competition in the industry and boost their profit margin: service quality, cus-tomer satisfaction, corporate image, and customer loyalty. This study attempts to evaluate the relationships between these perspec-tives. Systematic sampling approach was adopted in the study. The data was collected through self-administered questionnaires from 200 respondents. Statistical Package for the Social Sciences (SPSS) was used to test the hypothesized relationships in the research model. The findings reveal that the four variables are significantly related to one another and they are useful for hotel operators to promote long-term business growth and ensure sustainability in the hotel industry in Malaysia. Taylor & Francis Group 2014 Article PeerReviewed text en http://eprints.intimal.edu.my/165/1/The%20Associations%20Between%20Service%20Quality....pdf Cheng, Boon Liat and Mansori, Shaheen and Cham, Tat Huei (2014) The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry. Journal of Hospitality Marketing & Management, 23 (3). pp. 314-326. ISSN 1936-8631 10.1080/19368623.2013.796867
institution INTI International University
building INTI Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider INTI International University
content_source INTI Institutional Repository
url_provider http://eprints.intimal.edu.my
language English
topic TX Home economics
spellingShingle TX Home economics
Cheng, Boon Liat
Mansori, Shaheen
Cham, Tat Huei
The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry
description Hotel operators strive to satisfy the needs of their guests and subse-quently retain them by trying to understand the factors that could build up a strong loyal clientele base. Previous studies have found that there are four critical perspectives related to the hotel indus-try that enable hotel operators to cope with the fierce competition in the industry and boost their profit margin: service quality, cus-tomer satisfaction, corporate image, and customer loyalty. This study attempts to evaluate the relationships between these perspec-tives. Systematic sampling approach was adopted in the study. The data was collected through self-administered questionnaires from 200 respondents. Statistical Package for the Social Sciences (SPSS) was used to test the hypothesized relationships in the research model. The findings reveal that the four variables are significantly related to one another and they are useful for hotel operators to promote long-term business growth and ensure sustainability in the hotel industry in Malaysia.
format Article
author Cheng, Boon Liat
Mansori, Shaheen
Cham, Tat Huei
author_facet Cheng, Boon Liat
Mansori, Shaheen
Cham, Tat Huei
author_sort Cheng, Boon Liat
title The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry
title_short The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry
title_full The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry
title_fullStr The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry
title_full_unstemmed The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry
title_sort associations between service quality, corporate image, customer satisfaction, and loyalty: evidence from the malaysian hotel industry
publisher Taylor & Francis Group
publishDate 2014
url http://eprints.intimal.edu.my/165/1/The%20Associations%20Between%20Service%20Quality....pdf
http://eprints.intimal.edu.my/165/
_version_ 1644541136436461568
score 13.211869

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