scholarly journals Determinants of customers’ loyalty for hospitality industry

2011 ◽  
Vol 2 (1) ◽  
pp. 19-25 ◽  
Author(s):  
Sher Akbar
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Service Providers ◽  
Hotel Industry ◽  
Trust Value ◽  
Attitudinal Loyalty ◽  
Equation Analysis ◽  
Service Oriented

Customer loyalty is very necessary for the competitive market environment. The growing presence of relationship marketing efforts has led to increased competition among service providers. So hospitality industry is more service oriented, effecting by customers’ interest. To achieve the desirable customer to the business, for this purpose Relationship marketing efforts would have to be implemented in order to determine whether frequent guest is loyal to the particular company. Previous research has identified the determinants of customers’ loyalty for a hotel industry and has been adapted and used in this study. Structural equation analysis was applied to identify which factors (service quality, customer satisfaction, trust, value and hotel membership program, socio demography of the customer) have positively impact customer loyalty. According the result of this study all the determinants of loyalty have significance relationship with customer loyalty, and it was also indentified that customer loyalty as a function of both behavioral and attitudinal loyalty. The framework adopted and modified for this research demonstrated the formation of a solid structure that would allow for collecting valuable findings. This study has extended and adopts the previous loyalty model and has been applied in the hotel industry of Penang, Malaysia.

The mediating roles of renqing and ganqing in Chinese relationship marketing

2015 ◽  
Vol 6 (2) ◽  
pp. 156-176 ◽  
Author(s):  
Xinhua Zhou ◽  
Guicheng Shi ◽  
Matthew Tingchi Liu ◽  
Huimei Bu
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Social Relationship ◽  
Survey Methodology ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Content Type ◽  
Attitudinal Loyalty ◽  
Marketing Investments

Purpose – This paper aims to investigate the roles of renqing (reciprocal favor) and ganqing (positive affect) as consequences of relationship marketing investments (three dimensions: financial, social and structural) and antecedents of customer loyalty. Design/methodology/approach – A quantitative survey methodology using self-administered questionnaires has been adopted to collect data of 218 procurement staffs from the database of China Purchasing Managers’ Club. Hypotheses tests were conducted using structural equation modeling. Findings – The results reveal that financial and social relationship marketing investments, but not structural relationship marketing investments, are crucial in evoking renqing and ganqing. The results also provide strong evidence of the relationship between renqing and ganqing, which in turn are necessary determinants of customer loyalty. Originality/value – This research is among the first to examine and confirm renqing and ganqing as a mediating mechanism through which financial and social relationship marketing investments influence attitudinal loyalty, and also through attitudinal loyalty ultimately affects behavioral loyalty. Findings imply the need for Chinese firms in general, and business-to-business context in particular, to strategically lever on the key antecedents of customer loyalty including relationship marketing investments, renqing and ganqing, in pursuit of a more competitive advantage and long-term profit.

Relationship Marketing Model

2018 ◽  
Vol 9 (2) ◽  
pp. 16-32 ◽  
Author(s):  
Sara Sarwari
Keyword(s):  
Relationship Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Emotions ◽  
Hospitality Industry ◽  
Equation Modeling ◽  
Marketing Model ◽  
The Relationship

To keep the customer loyal, today relationship marketing gets more and more attention in hospitality industry especially in the hotel business. This article develops a model of relationship marketing to empirically investigate: (1) the effect of emotions on relationship quality; and (2) and the effect of both relationship quality and emotions on customer loyalty. Here empirical findings are derived from a survey of 284 loyal guests at five-star hotels in Bangladesh by using structural equation modeling (AMOS 21.0). The findings of this article provide strong evidence of the relationship between emotions and relationship quality, which in turn are necessary determinants of customer loyalty. Findings imply that increase of the positive emotions of customers will increase the relationship quality between the hoteliers and the customers, which ultimately introduce more loyal customers in the five-star hotels in Bangladesh and make the hotels pursuit more competitive advantage, and long-term profit.

scholarly journals The Effectiveness of Strategic Relationship Marketing: Exploring Relationship Quality towards Customer Loyalty

2017 ◽  
Vol 10 (12) ◽  
pp. 159 ◽  
Author(s):  
Song Bee Lian ◽  
Liew Chee Yoong
Keyword(s):  
Relationship Quality ◽  
Relationship Marketing ◽  
Social Exchange ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Theoretical Perspective ◽  
Telecommunication Service ◽  
Conceptual Foundation ◽  
Control Mutuality

This study examines customer satisfaction, trust, control mutuality and communication as determinants of relationship quality and customer loyalty in relationship marketing. The study focuses on Malaysian telecommunication industry in the business-to-customer context. The structural equation modelling technique is used to empirically test the proposed hypotheses based on the sample size of 405 customers collected by a questionnaire survey. Trust had the greatest positive influence on relationship quality, followed by satisfaction. Subsequently, there was no significant effect of control mutuality and communication on relationship quality. Customer loyalty was significantly affected by relationship quality. The contribution of this paper is twofold. From a theoretical perspective, the social exchange theory is validated and it offers both a conceptual foundation and empirical-based evaluation of customer loyalty through the context of relationship quality. In the practical perspective, the findings proposed useful information to the telecommunication service providers in developing more effective relationship marketing strategies to build better relationship quality and customer loyalty.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

Workplace environment, employee satisfaction and intent to stay

2019 ◽  
Vol 31 (1) ◽  
pp. 268-284 ◽  
Author(s):  
Deepak Bangwal ◽  
Prakash Tiwari
Keyword(s):  
Job Satisfaction ◽  
Employee Satisfaction ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Hotel Industry ◽  
Intent To Stay ◽  
Equation Modeling ◽  
Workplace Design ◽  
Design Features ◽  
Content Type

PurposeThe hotel industry suffers from retaining its employees, and to retain their employees is a big challenge to the hotel industry. So, the purpose of this study is to examine the causal relationship between workplace design features of hospitality industry with employee job satisfaction and their intent to stay through empirical validation.Design/methodology/approachAs per the objective of the study, three hypotheses were proposed based on a comprehensive literature review on workplace design features of the hospitality industry. The proposed relationships were examined by using structural equation modeling approach with AMOS 18 as prescribed by Hair et al. (1998).FindingsSignificant evidence was found in favor of proposed hypotheses. The result of hypothesis testing showed workplace design features of hospitality industry to positively influence employee’s intent to stay through job satisfaction.Originality/valueWhile the employee satisfaction and commitment has been a significant research topic for more than decades, barely any research has been conducted that focuses specifically on workplace design features of a hospitality industry. This study tries to make a link between workplace design with the employee intent to stay through employee satisfaction. These links are rare from an Indian perspective.

The impacts of relationship marketing on cognitive dissonance, satisfaction, and loyalty

2014 ◽  
Vol 42 (6) ◽  
pp. 553-575 ◽  
Author(s):  
Seyed Shahin Sharifi ◽  
Mohammad Rahim Esfidani
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Cognitive Dissonance ◽  
Structural Equation ◽  
Content Type ◽  
Attitudinal Loyalty ◽  
Mediating Role ◽  
Post Purchase ◽  
Purchase Satisfaction

Purpose – The purpose of this paper is to study how relationship marketing can reduce cognitive dissonance in post-purchase stage and, thereby, increase customer satisfaction and encourage loyalty under mediating roles of trust and cognitive dissonance. Design/methodology/approach – Based on a survey on consumers of cell phones, the authors tested the effects of relationship marketing on cognitive dissonance and then customer satisfaction, behavioural, and attitudinal loyalty, using structural equation modelling. Findings – The results indicate that, thanks to relationship marketing, consumers undertook less cognitive dissonance in post-purchase stage. Thus, as consumers faced less cognitive dissonance, they represented more satisfaction and thereby behavioural and attitudinal loyalty. Additionally, the study confirmed the mediating role of trust and cognitive dissonance. Practical implications – The results show that when brands and retailers make their ties with their customers stronger and encourage trust, they can discourage cognitive dissonance in post-purchase stage and thereby encourage customer satisfaction and behavioural and attitudinal loyalty. Originality/value – Literature on post-purchase behaviour and cognitive dissonance shows how cognitive dissonance can reduce post-purchase satisfaction. Our research adds to the literature of both relationship marketing and post-purchase behaviour.

scholarly journals PENGARUH RELATIONSHIP MARKETING DAN RELATIONSHIP QUALITY TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PRODUK PARFUM MULEGH DI PURWOKERTO

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Ilham Akbar
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Marketing Relationship ◽  
Negative Effect ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

The research entitled �The Influence of Relationship Marketing and Relationship Quality Towards Customer Loyalty with Customer Satisfaction as The Intervening Variable on Mulleg Perfume Product in Purwokerto� aims to determine the impact of relationship marketing and relationship quality towards customer satisfaction and customer loyalty and to determine whether customer satisfaction could become the intervening variable. The hypothesis of this research is the relationship marketing has negative effect towards customer satisfaction, the relationship marketing has positive effect towards customer loyalty, the relationship quality has positively effect towards customer satisfaction, the relationship quality has positively effect towards the customer loyalty, and the customer loyalty could be able to mediate the influence of relationship marketing and relationship quality toward customer loyalty.� The analysis method that used on this research is the structural equation modeling.The results show that the relationship marketing has positive and significant effect towards customer satisfaction. It will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards customer satisfaction, so it will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship marketing has positive and significant effect towards customer loyalt. It will increase the customer loyalty of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards the customer loyalty. The Customer Satisfaction has positive and significant effect towards customer loyalty. The customer satisfaction could mediate the influence of relationship marketing towards the customer loyalty on Mulleg Aromatic perfume product in Purwokerto. The customer satisfaction could mediate the influence of relationship quality towards the customer loyalty of Mulleg Aromatic perfume product in Purwokerto.�Keywords : Relationship Marketing , Relationship Quality , Customer Satisfaction and Customer Loyalty�

scholarly journals To Green or Not to Green: The Influence of Green Marketing on Consumer Behaviour in the Hotel Industry

2019 ◽  
Vol 11 (17) ◽  
pp. 4623 ◽  
Author(s):  
Pere Mercade Mele ◽  
Jesus Molina Gomez ◽  
Lluis Garay
Keyword(s):  
Structural Equation ◽  
Word Of Mouth ◽  
Hotel Industry ◽  
Positive Influence ◽  
Green Marketing ◽  
Associate Learning ◽  
Attitudinal Loyalty ◽  
Positive Effects ◽  
Managerial Implications ◽  
Green Trust

Different studies have analysed how green marketing influences the sustainable image of tourist companies or have focused on the identification and engagement between these companies and their consumers. In any case, the question of how this process influences consumers’ behaviour in the hotel industry requires even more in-depth study, with the intention of explaining the changes that occur in the current consumer and how this affects the hotel industry. This study is useful to demonstrate that beyond the direct influence of green marketing on green word of mouth indicators there are other indirect influences which are represented by other mediating variables: green attitudinal loyalty and green trust. From the literature on green marketing and the conceptual approaches offered by the Hierarchy of Effects Model and the Associate Learning Principles, this study conducted an empirical approach using a structured questionnaire. The questionnaire responses, obtained from a sample of 238 hotel users, were analysed using a Structural Equation Modelling (SEM) to test the research hypothesis related to the positive influence of green marketing on green trust, green attitudinal loyalty, and green word of mouth. This research provides theoretical and managerial implications to help executives adopt green marketing strategies, thanks to their positive effects on consumers’ recommendations, both direct and indirect, through loyalty and trust. It is concluded that green marketing actions have a greater effect on their indirect relationship with word of mouth than on their direct relationship and that loyalty is the aspect with the highest influence regarding trust.

scholarly journals EFFECT OF SERVICE QUALITY AND RELATIONSHIP MARKETING ON CUSTOMER SATISFACTION AND ITS IMPACT ON LOYALTY SERVICE ON WISMA SOEWARNA BRACH OFFICE (KCP) OF BNI OF TANGERANG

2020 ◽  
Vol 1 (2) ◽  
pp. 154-164
Author(s):  
Ela Ratna Yuwita ◽  
Arissetyanto Nugroho
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Survey Methods ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Descriptive Research ◽  
Marketing Variables

The purpose of this study is to determine the Effect of Service Quality and Relationship Marketing on Customer Satisfaction and Its Impact on Loyalty by measuring indicators that affect the variable Service Quality and Relationship Marketing on customer satisfaction variables and their implications on customer loyalty variables. This research applies a descriptive research design using survey methods. Sampling uses convinient sampling as a sampling technique. This study was tested using the structural equation modeling (Lisrel) approach to test the significance of the significance of the overall model and predetermined pathway. The findings show that Service Quality and Relationship Marketing variables significantly influence customer satisfaction variables. Further findings indicate that Service Quality and Relationship Marketing variables directly have a significant effect on customer loyalty variables. This study also shows that customer satisfaction has an influence on customer loyalty variables. It is recommended to companies to improve the excellence of Service Quality and Relationship Marketing.

scholarly journals The Influence Of Employee Empowerment, Soft Skills And Hard Skills Towards Employee Performance In Hotel/ Hospitality Industry

2021 ◽  
Vol 5 (2) ◽  
pp. 14
Author(s):  
Anthonius Anthonius
Keyword(s):  
Structural Equation ◽  
Quantitative Research ◽  
Hospitality Industry ◽  
Employee Performance ◽  
Hypothesis Test ◽  
Hotel Industry ◽  
Employee Empowerment ◽  
Equation Modeling ◽  
Soft Skill ◽  
Hard Skills

The growth and competition of Indonesia’s hotel industry, especially during the Covid-19 pandemic, has hardly pushed them to maintain their corporate and employee performance. The factors related to human resource and hospitality industry, which cloud significantly affects the employee’s performance are employee empowerment, soft skill and hard skill. This research is a quantitative research with hypothesis test. The samples used are 100 active employees of 4 stared rated hotels. This research uses questionnaire as the research instrument and the data analysis conducted by applying Structural Equation Modeling (covariances based SEM). This research contributes to Indonesia’s hotel industry by stating that while the employee empowerment factor has no impact toward the employee performance, both the hard and soft skill factors are positively impacting the employee’s performance in Indonesia’ hotel industry.

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