The Influences of Services Marketing Mix (7ps) on Loyalty, Intentions, and Profitability in the Egyptian Travel Agencies: The Mediating Role of Customer Satisfaction

IF 2.6 4区管理学 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM

Journal of Quality Assurance in Hospitality & Tourism Pub Date : 2022-05-26 DOI:10.1080/1528008X.2022.2080148

S. Elgarhy, L. Mohamed

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引用次数: 6

Abstract

ABSTRACT Services marketing mix (7Ps) has a significant role in promoting customer’s satisfaction and loyalty. The present study, using structural equation modeling WarpPLS version (7) is used, aims at investigating the influences of (7Ps) on tourist’s loyalty. In addition, it measures the mediator effect of tourist’s satisfaction, consumer purchase intentions, and company profitability. Findings revealed that all dimensions have positively affected tourist’s satisfaction directly, and tourist’s loyalty indirectly. Consumer purchase intentions and company profitability are partial mediators between tourist’s satisfaction and tourist’s loyalty. The present study provides a deep understanding of services marketing mix strategies that stay needed for keeping a long-term link between managers of travel services and tourists. Several implications for travel agencies managers were suggested to achieve customer loyalty and consequently guarantee their company profitability.

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服务营销组合(7ps)对埃及旅行社忠诚度、意向和盈利能力的影响:顾客满意度的中介作用

摘要服务营销组合（7Ps）在提高客户满意度和忠诚度方面发挥着重要作用。本研究采用WarpPLS版本（7）的结构方程建模，旨在研究（7Ps）对游客忠诚度的影响。此外，它还衡量了游客满意度、消费者购买意愿和公司盈利能力的中介效应。研究结果表明，各维度均直接正向影响游客满意度，间接正向影响游客忠诚度。消费者购买意愿和公司盈利能力是游客满意度和游客忠诚度之间的部分中介。本研究深入了解了保持旅游服务经理和游客之间长期联系所需的服务营销组合策略。有人建议旅行社经理要实现客户忠诚度，从而保证公司的盈利能力。

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来源期刊

Journal of Quality Assurance in Hospitality & Tourism HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

7.00

自引率

18.20%

发文量

期刊介绍： The Journal of Quality Assurance in Hospitality & Tourism serves as a medium to share and disseminate new research findings, theoretical development and superior practices in hospitality and tourism. The journal aims to publish cutting-edge, empirically and theoretically sound research articles on quality planning, development, management, marketing, evaluation, and adjustments within the field. Readers of the journal stay up-to-date on the latest theory development and research findings, ways to improve business practices, successful hospitality strategies, maintenance of profit requirements, and increasing market share in this complex and growing field. Comprised of conceptual and methodological research papers, research notes, case studies, and review books and conferences the Journal of Quality Assurance in Hospitality & Tourism offers readers examples of real world practices and experiences that involve: -Organizational development and improvement -Operational and efficiency issues -Quality policy and strategy development and implementation -Quality function deployment -Quality experiences in hospitality industry -Service quality improvement and customer satisfaction -Managerial issues, such as employee empowerment & benefits, quality costs, & returns on investment -The role and participation of private and public sectors, including residents -International, national, and regional tourism; tourism destination sites; arid systems of tourism