2020
DOI: 10.31235/osf.io/469v5
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The Antecedent of Customer Satisfaction and Its Impact on Customer Retention in Tourism as Hospitality Industry

Abstract: Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention. Moreover, the impact of service quality on customer satisfaction and the one of customer satisfaction on customer retention are also significant. Relying on the … Show more

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Cited by 7 publications
(5 citation statements)
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“…However, the classification of hotels based on the quality of hotel facilities affects customer satisfaction either negatively or positively. In addition, a business organization can address customer behavior relating to fulfillment through close attention to the facilities and the quality of services offered to the clients (Barusman et al 2019). Hospitality firms that provide better facilities can meet their customers' needs, resulting in satisfaction (Nobar and Rostamzadeh 2018).…”
Section: Perceived Quality Of Hotel Facilities and Customer Satisfactionmentioning
confidence: 99%
“…However, the classification of hotels based on the quality of hotel facilities affects customer satisfaction either negatively or positively. In addition, a business organization can address customer behavior relating to fulfillment through close attention to the facilities and the quality of services offered to the clients (Barusman et al 2019). Hospitality firms that provide better facilities can meet their customers' needs, resulting in satisfaction (Nobar and Rostamzadeh 2018).…”
Section: Perceived Quality Of Hotel Facilities and Customer Satisfactionmentioning
confidence: 99%
“…This theory helps managers to create a positive association between the performance and rewards of employees. According to this concept, we can assume that an employee who leaves an organization due to biased, unfair, and inequitable treatment develops these feelings when they do not receive a fair reward for their contributions or efforts [49][50][51]. These feelings can be based on actual inequity as well as perceived inequity.…”
Section: Equity Theorymentioning
confidence: 99%
“…Introduction Appraising the nature of customer behaviour in terms of the level of satisfaction has drawn a renewed interest in the contemporary marketing context (Barusman et al, 2019;Lin et al, 2020;Shokouhyar et al, 2020;Slack et al, 2020) since a delighted customer stays loyal longer, talks favourably about the company products and services, pay less attention to competing brands and less sensitive to price and offers of competing brands (Aaker, 1991;Bowen & Shoemaker, 1998;Kotler & Keller, 2006). Moreover, satisfied customers engage in positive word-of-mouth communication (Swan & Oliver, 1989).…”
Section: Determinants Of Customer Satisfaction In the Mobile Telecomm...mentioning
confidence: 99%
“…The mobile phone has become an essential and powerful tool to strengthen relationships and social bonds among people. Therefore, the study was conducted to identify the major determinants of customer satisfaction in the mobile telecommunications service industry in Sri Lanka since customer satisfaction has drawn a renewed interest as one of the key goals in the success of business organizations Barusman et al, 2019;Lin et al, 2020;Shokouhyar et al, 2020;Slack et al, 2020. Accordingly, perceived value, corporate image, trust, loyalty programmes and service quality were identified as major determinants of customer satisfaction in the mobile telecommunications service industry.…”
Section: Conclusion Implications and Future Researchmentioning
confidence: 99%