Interrelationships of Service Quality, Customer Satisfaction, Corporate Image and Customer Loyalty of Malaysian Hotel Industry

Cheng, Boon Liat; Rashid, Zabid Abdul

doi:10.1007/978-3-319-15859-4_3

Cited by 10 publications

(12 citation statements)

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“…Further, results provided positive and significant relationship between corporate image and customer satisfaction (H2), and the findings support the results of Kandampully and Suhartanto (2000), Martenson (2007), Wang (2010), and Cheng and Rashid (2015). The results were positive and significant through the mediating impact of customer satisfaction between the relationship of corporate image and customer loyalty, hence supporting the H3 of the study.…”

Section: Discussionsupporting

confidence: 82%

Interrelationship among Corporate Image, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing the moderating impact of Complaint Handling

Iqbal¹,

Hassan²,

Sharif³

et al. 2017

IJARBSS

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Banking sector strives to retain their customers by satisfying their needs and try to develop long term strategies in order to form satisfied and loyal customers base. Service quality and corporate image are significant elements contribute towards customer's satisfaction and loyalty. Therefore, current study attempts to investigate the relationship among Corporate Image, Service Quality, customer satisfaction and customer loyalty with the moderating impact of complaint handling. By adopting convenience sampling technique, data was collected through self-administered questionnaire from 213 banking sector customers. Hypothesized relationships in conceptual model were analyzed through statistical package for social sciences (SPSS). The findings unveiled that corporate image and service quality have a significant influence on customer loyalty via customer satisfaction. Moreover, moderating effect of complaint handling on the relationship of customer satisfaction and customer loyalty is evidenced from the current study. This study offers a greater understanding of the underlying

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Section: Discussionsupporting

confidence: 82%

Interrelationship among Corporate Image, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing the moderating impact of Complaint Handling

Iqbal¹,

Hassan²,

Sharif³

et al. 2017

IJARBSS

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“…In previous researches, a positive relationship between service quality and satisfaction is supported (e.g. Cheng & Rashid 2015;Ekinci, 2004;Ngo & Nguyen 2016;Subrahmanyam & Raja, 2016). Therefore, it is rational to accept that higher service quality will lead to higher satisfaction level and hence, the first hypothesis is proposed as following:…”

Section: Hypotheses Developmentmentioning

confidence: 92%

The Mediating Effects of Value on Service Quality-Satisfaction Relationship in Malaysian Tourism Industry

Kwok

Jusoh²,

Khalifah³

2017

IJBS

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The ways to maintain and increase customer satisfaction are always the concern of business providers because high satisfaction is closely related to the customers’ positive word of mouth, revisit intentions, and loyalty; which are the key for the success of long term businesses in today’s customer-focused industry. For that reason, more satisfaction studies, especially on the elements that contribute to higher satisfaction level are needed. Previous researches discovered several explanatory predictors to satisfaction. Nevertheless, in this study, only two variables, i.e. service quality and value were chosen as the antecedent variables associated to satisfaction among international tourists in the context of Malaysian tourism. This study further focused on examining whether service quality has an indirect impact on satisfaction through value, i.e. the mediator effect. The relationships proposed were analysed with structural equation modelling (SEM) analysis using the data gathered from 301 international tourists that have travelled to Malaysia. The findings indicated that both service quality and value are the significant predictors that influence tourist satisfaction. Additionally, the results also indicated that value plays a mediator role in the service quality-satisfaction relationship in the tourism context. Keywords: Satisfaction; Value; Service Quality; Tourist.

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“…In the hospitality industry, considering the many challenges that exist, loyalty initiatives have to be developed to bring about emotion between the customer-hotel relationships. Several studies including Andersen and Kumar, Cheng and Rashid and Williams also evidenced that regardless of the works that attempted to explain the relationship marketing development, those that concentrated on emotion are still few and far between [20,57,58]. Other studies like Chaparro-Pelaez et al and Williams suggested that future studies examine the way emotions influence customers' decisions to maintain or to break a relationship or how to establish the same [59,60].…”

Section: Emotionmentioning

confidence: 99%

“…It is just only recently when scholars have begun looking into the complex service experiences that could lead to customer loyalty [10,34]. Among these few is one that was conducted by Cheng and Rashid who deemed emotions as a major aspect of the development of the relationship between buyer and seller, and found the dire need to articulate the outcomes of the emotional process [20]. In relation to this, according to Li et al and Shammout, models that integrated intentions to take part in future relationships as a role of relationship quality has yet to consider emotional variables [25,28].…”

Section: Emotionmentioning

confidence: 99%

“…On the basis of aforementioned number of hotels in both countries, competition is stiff and thus, customer loyalty issues and its determinants have become important for hotels management when considering business survival in a dynamic competitive environment. Prior empirical studies indicate low rate of customer loyalty hotels owing to competition and other influential factors affecting customer loyalty [20][21][22].…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Investigation of Factors Influencing Customer Loyalty in Malaysia and Jordan Hotel Industry

Alsheikh¹,

Halim²,

Ayassrah³

et al. 2018

J Hotel Bus Manage

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This study aims to proffer solutions to customer loyalty challenges at these destinations by proposing and validating customer loyalty model using relationship marketing and social exchange theory. Based on the underpinning theories, this study analyzed the direct and indirect influence of brand image, trust, convenience and emotion on customer loyalty of five star hotels in Malaysia and Jordan. Further, the mediating effect of customer satisfaction on the relationship between exogenous latent variables and endogenous latent variable was investigated. A total of 384 and 371customers respectively of three famous hotels under the management of Starwood were sampled using convenience sampling method for data analysis from Malaysia and Jordan. SPSS version 21.0 software was used for the analysis. However, the empirical results showed partial mediation effects on the relationship between brand image, trust, convenience, emotion and customer loyalty in respect of Malaysian hotel customers. In Jordan hotels, satisfaction does not mediate the relationship between trust and customer loyalty but partially mediate between emotion, brand image, convenience and customer loyalty. In summary, the findings of this study will narrow the perception of the top echelon of these hotels on the actual factors to focus in order to earn loyalty of their valued customers. This study also contributed to frontier of knowledge by integrating the variables of relationship marketing from the perspectives of two developing countries.

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Interrelationships of Service Quality, Customer Satisfaction, Corporate Image and Customer Loyalty of Malaysian Hotel Industry

Cited by 10 publications

References 0 publications

Interrelationship among Corporate Image, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing the moderating impact of Complaint Handling

Interrelationship among Corporate Image, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing the moderating impact of Complaint Handling

The Mediating Effects of Value on Service Quality-Satisfaction Relationship in Malaysian Tourism Industry

Investigation of Factors Influencing Customer Loyalty in Malaysia and Jordan Hotel Industry

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