Service Quality and Consumer Satisfaction and Loyalty Association Moderated by Switching Cost in Hospitality Industry

Q4 Business, Management and Accounting

International Journal of Hospitality and Tourism Systems Pub Date : 2015-06-01 DOI:10.21863/IJHTS/2015.8.1.001

Anahita Naderian, Rohaizat Baharun

{"title":"Service Quality and Consumer Satisfaction and Loyalty Association Moderated by Switching Cost in Hospitality Industry","authors":"Anahita Naderian, Rohaizat Baharun","doi":"10.21863/IJHTS/2015.8.1.001","DOIUrl":null,"url":null,"abstract":"Booming travel and tourism trade cause a tremendous growth in hotel industry in Malaysia. This industry will continue to promote country and other businesses in a good way. Therefore, the evaluation of customers' perception, satisfaction and loyalty in hospitality industry has been major of attention in marketing strategies. This research aims to evaluate customer loyalty at in-house restaurant hotels in Malaysia. To achieve this goal, this research takes two steps to better understand the role and influence of each constructs; (1) Examines customer satisfaction by considering the effect of service quality antecedents on customer satisfaction. (2) Investigates the association between customer satisfaction and loyalty by identifying the moderating role of switching cost in satisfaction-loyalty relationship. The data is collected through self-administrated questionnaire from hotels in two states of Malaysia from 200 customers who have been served at in-house restaurant of those hotels since last three months. Structural Equation Modeling (SEM) is used to analyze the reliability and validity of data and the hypothesized relationships in the proposed research model.","PeriodicalId":37321,"journal":{"name":"International Journal of Hospitality and Tourism Systems","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2015-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"14","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Hospitality and Tourism Systems","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.21863/IJHTS/2015.8.1.001","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q4","JCRName":"Business, Management and Accounting","Score":null,"Total":0}

引用次数: 14

Abstract

Booming travel and tourism trade cause a tremendous growth in hotel industry in Malaysia. This industry will continue to promote country and other businesses in a good way. Therefore, the evaluation of customers' perception, satisfaction and loyalty in hospitality industry has been major of attention in marketing strategies. This research aims to evaluate customer loyalty at in-house restaurant hotels in Malaysia. To achieve this goal, this research takes two steps to better understand the role and influence of each constructs; (1) Examines customer satisfaction by considering the effect of service quality antecedents on customer satisfaction. (2) Investigates the association between customer satisfaction and loyalty by identifying the moderating role of switching cost in satisfaction-loyalty relationship. The data is collected through self-administrated questionnaire from hotels in two states of Malaysia from 200 customers who have been served at in-house restaurant of those hotels since last three months. Structural Equation Modeling (SEM) is used to analyze the reliability and validity of data and the hypothesized relationships in the proposed research model.

查看原文本刊更多论文

转换成本对服务质量、顾客满意和忠诚的影响

蓬勃发展的旅游业和旅游贸易导致马来西亚酒店业的巨大增长。这个行业将继续以良好的方式促进国家和其他企业。因此，酒店行业顾客感知、满意度和忠诚度的评估一直是营销策略关注的重点。本研究旨在评估马来西亚内部餐厅酒店的客户忠诚度。为了实现这一目标，本研究分两个步骤来更好地理解每个构念的作用和影响;(1)通过考虑服务质量前因对顾客满意度的影响来检验顾客满意度。(2)通过识别转换成本在顾客满意-忠诚关系中的调节作用，研究顾客满意与忠诚之间的关系。数据是通过自我管理问卷从马来西亚两个州的酒店收集的，这些酒店的200名顾客在过去三个月内曾在这些酒店的内部餐厅服务过。结构方程模型(SEM)用于分析数据的信度和效度以及所提出的研究模型中的假设关系。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

International Journal of Hospitality and Tourism Systems Business, Management and Accounting-Tourism, Leisure and Hospitality Management

CiteScore

1.30

自引率

0.00%

发文量

期刊介绍： International Journal of Hospitality and Tourism Systems is a refereed international journal dedicated to promoting excellence in teaching and stimulating research in hospitality and tourism internationally. An exciting and challenging international forum, the journal reflects current happenings and trends in the hospitality industry. The journal will facilitate this need by providing essential and intelligent information about worldwide hospitality and tourism issues, practices, challenges and solutions both practically as well as theoretically. An eminent International editorial Board comprising leading experts in the field of hospitality and tourism from hospitality educational institutes guides “Hospitality and Tourism Systems”. The journal has six sections- main research papers, research report, case studies, Industry Viewpoints, Forthcoming Events & conference reports and book review. Hospitality and Tourism Systems is published annually in the month of June. The chief –in- editor welcomes the submission of suitable material for publication and will be pleased to discuss proposals for papers. The international Journal of Hospitality and Tourism Systems publishes refereed articles/papers on best practices of tourism and hospitality management and education, applied research studies, and critical reviews on major issues affecting the tourism and hospitality industry. The journal’s scope includes: Hotel operations and management Tourism management Visitor management Public sector approaches to hospitality and tourism development Restaurant & beverage management Tour operation and management Leisure management Marketing management Accounting and finance in hospitality Human resource management Case studies in hospitality Information technology Strategic alliances and networking Event management.