scholarly journals Antecedents of Customer Loyalty in the Malaysian Hotel Industry

2015 ◽  
Vol 3 (8) ◽  
Author(s):  
CHENG Boon Liat ◽  
LEW Kaung Chiau
Keyword(s):  
Customer Loyalty ◽  
Quantitative Research ◽  
Hotel Industry ◽  
Corporate Image ◽  
Research Approach ◽  
Kuala Lumpur ◽  
Business Growth ◽  
Survey Period ◽  
Perceived Service Quality

Creating and maintaining customer loyalty is critical for the sustainability of a hotel in a competitive environment. This research aims to examine factors that influence customer loyalty in the Malaysian hotel industry. Quantitative research approach has been adapted in this research by distributing questionnaires to 200 respondents at Kuala Lumpur International Airport (KLIA) during the survey period. Findings of this research have discovered that perceived service quality, perceived value, customer satisfaction and corporate image are the significant factors in predicting customer loyalty. Trust, on the other hand is not significant in predicting customer loyalty in the hotel industry in Malaysia. Findings of this research provide hotel operators with a better understanding on factors that could lead to customer loyalty, which subsequently will enable them to direct effective hotel services strategies to enhance their long-term business growth by building up a strong and loyal client base.

Does deal size moderate the effects of board faultlines? Evidence from acquisitions

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Daniel Tidbury ◽  
Steven F. Cahan ◽  
Li Chen
Keyword(s):  
Fixed Effects ◽  
Quantitative Research ◽  
Future Research ◽  
Research Approach ◽  
Strategic Decisions ◽  
Negative Effects ◽  
Content Type ◽  
Instrumental Variable Analysis

Purpose Board faultlines, which reflect intrinsic divisions of board members into relatively homogeneous subgroups, are associated with poor firm performance. This paper aims to extend the existing board faultline research by examining how acquisition deal size moderates the negative implications of board faultlines. Design/methodology/approach This paper uses a sample of acquisitions and a quantitative research approach to conduct statistical analysis. Findings Using a sample of acquisitions announced between 2007 and 2016, this paper finds evidence suggesting that strong faultlines are associated with poorer acquisition outcomes in the long-term, but not in the short term. Further, this paper finds that the effect of faultline strength on long-term acquisition outcomes is weaker for larger acquisition deals than smaller acquisition deals. The findings are consistent with deal size moderating the relation between faultlines and acquisition outcomes. Research limitations/implications This paper addresses possible endogeneity through firm fixed effects and instrumental variable analysis. Although this paper provides evidence on the moderating role of deal size in the context of faultlines, future research could examine the role of additional moderators, such as pro-diversity, trust, board leadership and board and task characteristics. Practical implications The findings suggest that boards need to be aware of situations where the negative effects of faultlines are more likely to come to the fore. For example, faultlines are more likely to play a role in more routine, obscure monitoring than for high-profile strategic decisions. Originality/value The study is multidisciplinary as it draws on the management, organizational behaviour and psychology and finance literature. It contributes to the developing literature on faultlines in several important ways. First, this paper supports their view that faultlines have adverse effects on board performance by showing that faultlines negatively impact discrete strategic investment decisions. Second, this paper provides evidence that deals size moderates the faultline-acquisition performance relation, indicating that the role of faultlines is contextual. Third, this paper finds evidence that suggests investors do not factor in board faultlines when responding to acquisition announcements.

scholarly journals Analysis of the Effect of Service Quality on Customer Loyalty in Mediation by Customer Satisfaction at Loka Supermarket Cibubur

2020 ◽  
Vol 2 (4) ◽  
pp. 147-158
Author(s):  
I Made Adnyana ◽  
Yulianah ◽  
Agustiya Hutri Primasari
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Research Approach ◽  
Quality Dimensions

The purpose of this research is to study the influence of service quality on customer satisfaction and its impact on customer loyalty at Loka Supermarket Cibubur and to provide suggestions on how Loka Supermarket can increase customer loyalty by increasing the aspects that influence it. The research approach is quantitative research in accordance with data collection in the form of distributing questionnaires to 150 respondents. The results of this study indicate that each of the quality dimensions directly has a positive and significant effect on customer satisfaction at Loka Supermarket Cibubur. Customer satisfaction directly has a positive and significant effect on customer loyalty. And and each dimension of service quality indirectly affects customer loyalty through customer satisfaction.

scholarly journals The Effect of Service Quality, Corporate Image, and Price Perceived in Creating Customer Satisfaction and Loyalty on Education Business

2020 ◽  
Vol 10 (1) ◽  
pp. 45-56
Author(s):  
Slamet Heri Winarno ◽  
Aloysius Rangga Aditya Nalendra ◽  
Bryan Givan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Research ◽  
Corporate Image ◽  
Equation Modeling ◽  
Business Services ◽  
Price Perception ◽  
Customer Satisfaction And Loyalty

Competition in business services, especially education services show a trend that increasingly tight nowadays. Each school is required to be able to create a level of satisfaction and loyalty for its service users. This study was conducted to determine the effect of service quality, corporate image and price perception in creating customer satisfaction and loyalty. In this study using 173 respondents as a sample by using the method of saturated sampling. This research is a quantitative research using the observation method, interview, and spreading of the questionnaire. The analysis technique used is Structural Equation Modeling (SEM) with the path diagram. Variables used include quality of service (X1), corporate image (X2), price perception (X3), customer satisfaction (Y1) and customer loyalty (Y2). The results showed that customer satisfaction is influenced by corporate image and price perception of 18.4% while customer loyalty is influenced by price perception and customer satisfaction of 60.5%. This suggests that service quality is not always a decisive factor in customer satisfaction and loyalty.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN CITRA PERUSAHAAN TERHADAP LOYALITAS PELANGGAN TIKI (TITIPAN KILAT) CABANG PADANG

2019 ◽  
Author(s):  
Firma Tri Yulianda ◽  
Aminar Sutra Dewi
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Corporate Image ◽  
Service Reliability ◽  
Insignificant Effect ◽  
Analysis Technique ◽  
Image Variables

Still low customer rating will be the quality of service company TIKI (express flash) is very loyal to the services provided by the company to its customers. This study purposes to test the effect of the the quality of service (reliability, responsiveness, assurance, emphaty), and corporate image variables to customer loyalty variables at TIKI branch of Padang. Methods of data collection were done through questionnaire distribution with a sample of 96 respondents. This type of research is descriptive quantitative research. The data analysis technique used is multiple linear regression. Based on the results of data processing, it can be seen that tangibles have positive and significant influence with customer loyalty, reliability has negative and insignificant effect with customer loyalty, responsiveness has negative and insignificant effect with customer loyalty, assurance has negative and insignificant effect with customer loyalty, emphaty has positive and insignificant effect with customer loyalty, image companies have a positive and significant impact with customer loyalty.

scholarly journals Sharia Compliance Implementation Among Hoteliers in Klang Valley, Malaysia

2021 ◽  
Vol 4 (1) ◽  
pp. 58-74
Author(s):  
Adib Mohd ◽  
Azlizam Aziz ◽  
Siti Suriawati Isa
Keyword(s):  
Data Collection ◽  
Quantitative Research ◽  
Behavioural Control ◽  
Research Approach ◽  
Kuala Lumpur ◽  
Management Level ◽  
Perceived Behavioural Control ◽  
Klang Valley ◽  
The Relationship ◽  
Self Administered Questionnaire

Sharia compliance hotel has been created to cater to Muslim guests as demand and awareness for Islamic products and services increased. This innovative development can be found in countries where Muslim residents are the majority like Malaysia and Indonesia. However, there is a limited of study on the sharia compliance hotel acceptance among hoteliers particularly in Malaysia. Thus, the main purpose of the study is to examine the factors that contribute to the acceptance of sharia compliance hotel concept implementation among hoteliers. This study focuses on the middle management level employees in 3-5 star hotel situated in the Klang Valley, Malaysia. Drawing from Theory of Planned Behaviour, the specific research objectives are three-fold: 1) to examine the relationship between attitude and sharia compliance hotel acceptance, 2) to investigate the relationship between subjective norm and sharia compliance hotel acceptance, and 3) to examine the relationship between perceived behavioural control and sharia compliance hotel acceptance. The study utilized quantitative research approach to achieve the stated research objectives. For data collection, a self-administered questionnaire was deployed which was developed based on previous studies. For the purpose of the study, the data collection was conducted in fifteen hotels in the Klang Valley that include hotels in Kuala Lumpur, Selangor, Putrajaya and Cyberjaya. The results verified hotelier’s attitude, subjective norms and perceived behavioural control are salient attributes of sharia compliance hotel acceptance in the hotel industry. The research model based on the theory of planned behavior managed to explain more than 60 per cent of the variance in sharia compliance hotel acceptance.

Entrepreneurial Orientation and Business Growth

2021 ◽  
pp. 226-244
Author(s):  
Mugove Mashingaidze ◽  
Mapeto Bomani ◽  
Evelyn Derera
Keyword(s):  
Risk Taking ◽  
Entrepreneurial Orientation ◽  
Quantitative Research ◽  
Positive Impact ◽  
Future Research ◽  
Research Approach ◽  
Business Growth ◽  
Negative Effect ◽  
Training Programmes ◽  
Gathering Data

The chapter investigated the influence of the entrepreneurial orientation dimensions (i.e., risk-taking, innovativeness, and proactiveness) on SME growth in Masvingo, Zimbabwe. A quantitative research approach using a structured questionnaire was adopted for gathering data. A simple random technique was employed to identify the respondents from the urban area of Masvingo. Descriptive statistics and multiple regression analysis were utilised for data analysis. The results showed that risk-taking and proactiveness have a significant positive impact on business growth while innovativeness had an insignificant negative effect on SMEs' business growth. The chapter recommends more effective training programmes on entrepreneurial orientation and entrepreneurship before providing financial assistance. Furthermore, SMEs should focus on innovation to gain high financial returns. Future research could focus on the mediating variables between entrepreneurial orientation and business growth relationships within and beyond the COVID-19 pandemic.

scholarly journals Analysis of Competence and Service Quality on Customer Satisfaction and Loyalty in Eastern Indonesia Border Tourism

2021 ◽  
Vol 4 (2) ◽  
pp. 3016-3031
Author(s):  
Milcha Handayani Tammubua ◽  
Deni Surapto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Research Approach ◽  
Analysis Method ◽  
Pls Analysis ◽  
Effect Hypothesis ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The border tourism between Indonesia and Papua New Guinea is currently in great demand by many tourists. Therefore, this study aims to analyze customer satisfaction and loyalty which are influenced by competence and service quality. To test the direct and indirect effect hypothesis, this study adopts a quantitative research approach. The research instrument used was a questionnaire. The sample of this research was 192 tourists who were visiting the PLBN Skouw tour. The research data were analyzed using Partial Least Squares (PLS) analysis method with SmartPLS3.0 software. The results of this study can prove that competence can have a positive and significant effect on service quality and customer satisfaction. Customer satisfaction has a positive and significant effect on customer satisfaction and loyalty. In addition, customer satisfaction can also mediate the relationship between competence and customer satisfaction. Customer satisfaction is proven to have a positive and significant effect on customer loyalty. Customer satisfaction can also mediate the relationship between service quality and customer loyalty.

scholarly journals Customer Commitment as a Mediating Variable between Corporate Brand Image and Customer Loyalty

2014 ◽  
Vol 5 (1) ◽  
pp. 17-27 ◽  
Author(s):  
Yu-Te Tu ◽  
Yu-Yi Chang .
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Model ◽  
Corporate Image ◽  
Mediating Effect ◽  
Corporate Brand ◽  
Business Partners ◽  
Customer Commitment

Research has shown that corporate image is an important determinant of customer loyalty. Having a positive corporate brand image helps companies achieve performance goals, such as higher sales, whereas having a poor brand image can be disastrous because it can cause companies to lose customers. A strong brand with high equity will have a large number of committed customers, many of whom will have frequent and ongoing interaction and communication with the company owning the brand. Customer commitment to a brand stems from trust in the brand, shared values with the company owning the brand, and a belief that it would be difficult to find other brands that could provide same value. Customer loyalty also encourages companies to cooperate with their business partners to preserve their investment in the business relationship. Committed customers have a more positive impression of their relationship with the company and indicate strong intentions to remain in the relationship. The researchers conducted a survey among respondents from the automobile sector in Taiwan, and obtained 170 usable responses. The researchers designed the questionnaires to analyze normality, convergent, and discriminant validities by using the structural equation model of PASW 18 and AMOS 18.0. The research found that commitment is a partial mediator between corporate brand image and customer loyalty. Future studies might measure other dimensions to test their mediating effect on customer loyalty, and these studies might use different designs to examine the mediator effect posited by various theories, such as trust added, to explore other determinants of loyalty. Such research can inform decisions made to increase and maintain long-term customer satisfaction.

scholarly journals Perceived Service Quality and Customer Loyalty: The Mediating Effect of Passenger Satisfaction in the Nigerian Airline Industry

2016 ◽  
Vol 52 (1) ◽  
pp. 94-117 ◽  
Author(s):  
A. Ganiyu Rahim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Airline Industry ◽  
Mediating Effect ◽  
Perceived Service Quality ◽  
Passenger Satisfaction ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

AbstractThe long-term survival and competiveness of the airline business is strongly connected to the quality of service offered by airline operators and their ability to satisfy and build long-term relationships with customers. This study investigates the relationship among service quality, customer satisfaction and loyalty in the Nigerian airline industry. The cross-sectional survey research design was chosen in order to collect the primary data, using a structured questionnaire. Convenience sampling was adopted to draw a sample of 800 respondents. The data collected were analysed using correlation and multiple regression analysis. The findings of this study largely support the hypothesized relationships proposed in the conceptual framework. The results specifically reveal that perceived service quality is positively related to both passengers’ satisfaction and loyalty. The relationship between passenger satisfaction and loyalty towards the airlines was also found to be positive. The mediating effect of customer satisfaction between perceived service quality and customer loyalty is also found to be positive and partially supported. On the basis of the findings of this study, we conclude that perceived service quality does influence passenger satisfaction, and by extension, loyalty to the airlines. Thus, improvement of service quality is an adjuvant factor to sustainable differentiation and competitiveness in the airline industry. We therefore, recommend that airline operators develop and implement market-oriented service strategies to identify customers’ needs and expectations in order to serve them better. Additionally, airline operators should measure service quality regularly to assure that they are keep meeting passengers’ expectations, and consider customizing their products and services (as needed) to enhance customer satisfaction and loyalty.

Export Performance

2019 ◽  
pp. 269-281
Author(s):  
Orlando Lima Rua
Keyword(s):  
Strategic Management ◽  
Survey Data ◽  
Significant Influence ◽  
Textile Industry ◽  
Quantitative Research ◽  
Export Performance ◽  
Research Approach ◽  
Business Growth ◽  
Policy Makers ◽  
Multiple Factors

The purpose of this chapter is to analyze the influence of absorptive capabilities on export performance. The author uses a quantitative research approach by conducting a study based on a survey data from 247 Portuguese small and medium-sized enterprises (SMEs) from the textile industry. Findings suggest that absorptive capabilities have a positive and significant influence on export performance. This chapter presents further evidences of the strategies that SMEs managers should pursue and policy makers should promote. This study deepens our understanding and provides novel insights into strategic management literature, since it combines multiple factors and has obtained the importance of each construct in SMEs business growth.

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