Effects of Service Quality, Loyalty Programs, Pricing Strategies, and Customer Engagement on Firms’ Performance in Egyptian Travel Agencies: Mediating Effects of Customer Retention

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

Journal of Quality Assurance in Hospitality & Tourism Pub Date : 2022-05-29 DOI:10.1080/1528008X.2022.2077889

S. Elgarhy

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引用次数: 3

Abstract

ABSTRACT Service quality, loyalty programs, pricing strategies and customer engagement play a vital role in customer retention and firms' performance. The current study aims to investigate the service quality, loyalty programs, pricing strategies and customer engagement, and to examine the mediation effects on firms' performance. A quantitative method was employed using a survey to collect data from a random sample of relevant managers in travel agencies. Structural equation modelling (WarpPLS) is used to test the research propositions. The research uses a survey for data collection of 350 responses from travel agents' managers to test the associations between service quality, loyalty programs, pricing strategies and customer engagement, and customer retention and firms' performance. The finding revealed that the service quality, loyalty programs, pricing strategies and customer engagement have positively affected customer retention. In addition, customer retention has positively affected firms' performance. These findings have empirical implications for policymakers, trip planners, travel marketer's, governments and academics.

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服务质量、忠诚计划、定价策略和顾客参与对埃及旅行社企业绩效的影响:顾客保留的中介效应

服务质量、忠诚度计划、定价策略和客户参与对客户保留和企业绩效起着至关重要的作用。本研究旨在探讨服务品质、忠诚度计划、定价策略和顾客参与对企业绩效的中介效应。本研究采用定量方法，随机抽取旅行社相关管理人员进行问卷调查。采用结构方程模型(WarpPLS)对研究命题进行检验。该研究收集了350家旅行社经理的反馈数据，以测试服务质量、忠诚度计划、定价策略和客户参与度，以及客户保留率和公司绩效之间的关系。研究发现，服务质量、忠诚度计划、定价策略和客户参与度对客户保留率有正向影响。此外，客户保留率对企业绩效也有正向影响。这些发现对政策制定者、旅行规划者、旅游营销人员、政府和学术界都具有实证意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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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