Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty

Abstract

Purpose Loyalty has become the most important strategic aim in the hotel industry. The purpose of this paper is to obtain an empirical understanding of loyalty in the Kuala Lumpur hotel sector. Design/methodology/approach The dimensions of service quality as perceived by hotel customers were identified through the literature review. Hypotheses were formulated and tested to: examine the effects of process quality and outcome quality on perceived value, tourist satisfaction, and tourist loyalty; and to determine if perceived value and tourist satisfaction play a mediating role in the effect of process quality and outcome quality on tourist loyalty. In this study, the sample was 417 respondents from the international tourists who stay at least one night in four- or five stars hotels in Kuala Lumpur. Collected data were analyzed by structural equation modeling. Findings The statistical findings supported a relationship between process quality and outcome quality with perceived value and tourist satisfaction, and tourist loyalty with perceived value and tourist satisfaction. The results also indicated that process quality and outcome quality did not have a direct effect on tourist loyalty. Perceived value and tourist satisfaction mediated the relationship between process quality and outcome quality with tourist loyalty. Originality/value The finding of this study proposed that the hoteliers targeting international tourists with service quality including process and outcome quality should focus more on these factors to build loyalty. For instance, the tangible, responsiveness, reliability, empathy, assurance, and convenience as the dimensions of process quality and valence, waiting time, and sociability as the dimensions of outcome quality should meet the needs of the international tourists, therefore increasing tourist loyalty through perceived value and tourist satisfaction.

Satifaction As Intervening For The Antecedents Of Intention To Revisit: Marine Tourism Context In East Java

“…It has been accounted for that positive consumer observations and assumptions regarding the service quality prompts fulfillment lastly yield positive conduct aims since service quality for the most part depends on complete consumer choices of the predominance of the service and in this way coordinates purchaser desires for the services (Manhas and Tukamushaba, 2015). Consequently, as a key precursor to consumer loyalty, service quality assumes a significant job in the money related feasibility of a company (Keshavarz and Jamshidi, 2018).…”

“…1, Januari 2020, hlm. 179-207 STIE MANDALA JEMBER 181 traveler's goals, constrained research has analyzed an accomplished visitor's genuine spending conduct in a rising the travel industry condition (Keshavarz and Jamshidi, 2018;Nyadazayo and Khajehzadeh, 2016;Ofori et al, 2018;Richter et al, 2015).…”

“…One factor that is considered have noteworthy effect to the intention to revisit is service quality. Quality is considered as the ability to meet the total customers communicated needs and requirements (buyer perceptions and wants) toward organization's offering (Parasuraman et al, 1988;Richter et al, 2015;Tang, 2014;Khodadadi, 2016;Keshavarz and Jamshidi, 2018). It has been represented that positive buyer perceptions and suppositions with respect to the service quality prompts satisfaction ultimately yield positive direct points since service quality generally relies upon complete customer decisions of the prevalence of the service and along these lines arranges buyer wants for the services (Parasuraman et al, 1988;Martinez and Rodriquez, 2013;Lee and Kim, 2018;Ewur and Ali, 2016;Theodorakis et al, 2013).…”

“…In the contrary side, numerous examines found that satisfaction is a key factor that decide the steadfastness or in term of the travel industry, intention to revisit (Martinez and Rodriquez, 2013;Lam et al, 2015;Keshavarz and Jamshidi, 2018;Quach et al, 2016;O'Mahony et al, 2013). Shopper satisfaction is the result of a product or services surprassing the clients' or guests' wants and from guests' extraordinary experiences (Saleem et al, 2017;Tanford, 2013;Lee and Kim, 2018).…”

“…Fulfillment is the client's inclination that usage gives results against a standard of pleasure versus dissatisfaction (Lee and Kim, 2018). Buyer satisfaction contains both scholarly strategy, loaded with feeling process, mental and physiological effects (Keshavarz and Jamshidi, 2018;Hasiri and Afghanpour, 2016). In addition, customer loyalty is ordinarily described as a client's objective or real spending led to more than one to purchase certain products or services (Adam et al, 2018;Rezaei et al, 2017;Rezaei, 2015;Ofori et al, 2018).…”