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The influence of relationship quality on customer loyalty in the context of outsourcing relationships in the Malaysian hotel industry

Securing loyalty and creating long-term relationships with existing customers has emerged as an important marketing agenda to service providers.It is more cost effective to remarket to the existing customers rather than attract, educate, and convert new ones.Thus, customer retention has been suggest...

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Main Authors: Abdul Rahman, Maria, Kamarulzaman, Yusniza
Format: Article
Published: Serials Publications 2015
Subjects:
HD28 Management. Industrial Management
Online Access:http://repo.uum.edu.my/21259/
http://www.serialsjournals.com/articles.php?volumesno_id=911&journals_id=22&volumes_id=788
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id my.uum.repo.21259
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spelling my.uum.repo.212592017-03-02T01:42:05Z http://repo.uum.edu.my/21259/ The influence of relationship quality on customer loyalty in the context of outsourcing relationships in the Malaysian hotel industry Abdul Rahman, Maria Kamarulzaman, Yusniza HD28 Management. Industrial Management Securing loyalty and creating long-term relationships with existing customers has emerged as an important marketing agenda to service providers.It is more cost effective to remarket to the existing customers rather than attract, educate, and convert new ones.Thus, customer retention has been suggested as an easier and more reliable source of superior performance and long-term profitability.The increase in competitions in the hotel industry has made it crucial for service providers to retain the customers as well as the personnel.There are customers who remain loyal because of the value received from the services or high quality relationships demonstrated by the service providers.While relationship quality has been identified as an important predictor of customer loyalty, perceived value is also likely to influence customer loyalty. However, limited research has been conducted and minimal attention has been given to the relationships between perceived value, relationship quality, and customer loyalty in the context of outsourcing relationship.Therefore, this study intends to investigate the influence of perceived value and relationship quality on customer loyalty in the context of outsourcing relationships in the Malaysian hotel industry.Results of the study show that relationship quality mediates the relationship between perceived value and customer loyalty. Serials Publications 2015 Article PeerReviewed Abdul Rahman, Maria and Kamarulzaman, Yusniza (2015) The influence of relationship quality on customer loyalty in the context of outsourcing relationships in the Malaysian hotel industry. International Journal of Applied Business and Economic Research, 13 (5). pp. 3379-3392. ISSN 0972-7302 http://www.serialsjournals.com/articles.php?volumesno_id=911&journals_id=22&volumes_id=788
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Abdul Rahman, Maria
Kamarulzaman, Yusniza
The influence of relationship quality on customer loyalty in the context of outsourcing relationships in the Malaysian hotel industry
description Securing loyalty and creating long-term relationships with existing customers has emerged as an important marketing agenda to service providers.It is more cost effective to remarket to the existing customers rather than attract, educate, and convert new ones.Thus, customer retention has been suggested as an easier and more reliable source of superior performance and long-term profitability.The increase in competitions in the hotel industry has made it crucial for service providers to retain the customers as well as the personnel.There are customers who remain loyal because of the value received from the services or high quality relationships demonstrated by the service providers.While relationship quality has been identified as an important predictor of customer loyalty, perceived value is also likely to influence customer loyalty. However, limited research has been conducted and minimal attention has been given to the relationships between perceived value, relationship quality, and customer loyalty in the context of outsourcing relationship.Therefore, this study intends to investigate the influence of perceived value and relationship quality on customer loyalty in the context of outsourcing relationships in the Malaysian hotel industry.Results of the study show that relationship quality mediates the relationship between perceived value and customer loyalty.
format Article
author Abdul Rahman, Maria
Kamarulzaman, Yusniza
author_facet Abdul Rahman, Maria
Kamarulzaman, Yusniza
author_sort Abdul Rahman, Maria
title The influence of relationship quality on customer loyalty in the context of outsourcing relationships in the Malaysian hotel industry
title_short The influence of relationship quality on customer loyalty in the context of outsourcing relationships in the Malaysian hotel industry
title_full The influence of relationship quality on customer loyalty in the context of outsourcing relationships in the Malaysian hotel industry
title_fullStr The influence of relationship quality on customer loyalty in the context of outsourcing relationships in the Malaysian hotel industry
title_full_unstemmed The influence of relationship quality on customer loyalty in the context of outsourcing relationships in the Malaysian hotel industry
title_sort influence of relationship quality on customer loyalty in the context of outsourcing relationships in the malaysian hotel industry
publisher Serials Publications
publishDate 2015
url http://repo.uum.edu.my/21259/
http://www.serialsjournals.com/articles.php?volumesno_id=911&journals_id=22&volumes_id=788
_version_ 1644283186865242112
score 13.211869

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