scholarly journals Identification and Validation of CRM Factors on Customer Satisfaction and Loyalty in the Mid-Market Segments of the Hotel Industry

2019 ◽  
Vol 7 (11) ◽  
pp. 12-19
Author(s):  
Anand Pd. Sinha ◽  
Sanjeev Kr. Srivastava ◽  
Rohit Kr. Pandey ◽  
Ashok Kr. Asthana
Keyword(s):  
Customer Satisfaction ◽  
Hotel Industry ◽  
Market Segments ◽  
Customer Satisfaction And Loyalty

A Comparative Study on GSTS Used in Hotels in Pune

2015 ◽  
Vol 1 (2) ◽  
Author(s):  
Priya Ranade ◽  
Trupti Chavan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Comparative Study ◽  
Customer Loyalty ◽  
Hotel Industry ◽  
Management Approach ◽  
Guest Satisfaction ◽  
Online Feedback ◽  
Customer Satisfaction And Loyalty

In order to be successful in the market it is not sufficient to attract new customers, hotels/managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the hotel. Hotels use a variety of techniques to track Guest satisfaction levels. This research tracks down which are the best and the most used techniques adopted by the hotels and explains why GSTS and online feedback serves as the best method out of all the various techniques. It categorically explains various timelines followed transparency level and hierarchy at which such GSTS reports are reviewed. This research also evaluates the use, effect, and convenience of the GSTS on hotels in Pune region. The data is clearly represented in form of pie charts and graphs to understand the findings at a glance.

scholarly journals Do IMC and Ecological Knowledge Drive Value Co-Creation? The New Way to Loyalty in Hospitality

2021 ◽  
Vol 13 (19) ◽  
pp. 10785
Author(s):  
Mariia Bordian ◽  
Irene Gil-Saura
Keyword(s):  
Customer Satisfaction ◽  
Least Squares Method ◽  
Hotel Industry ◽  
Ecological Knowledge ◽  
Integrated Marketing ◽  
Integrated Marketing Communication ◽  
Antecedents And Consequences ◽  
Partial Least Squares Method ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

Despite co-creation being considered a valuable strategy for incremental changes towards more sustainable activities and consumers’ declared interest, hospitality businesses still did not experience the expected level of client engagement in their service interactions. Therefore, the primary purpose of this paper is to examine the nature of value co-creation and its antecedents and consequences within the hotel industry context through the lens of sustainability. Integrated marketing communication (IMC) and ecological knowledge are examined as factors that enhance value co-creation. Satisfaction is observed as a mediator of the relationship between value co-creation and customer loyalty. A closed-response, in-person structured survey was used to collect data from 303 guests of hotels located in Ukraine. The hypotheses were tested using the partial least squares method. The findings reveal that company IMC causes a higher impact on value co-creation. However, ecological knowledge does not seem to affect value co-creation. Furthermore, value co-creation shows a significant influence on customer satisfaction, and directly and indirectly affects loyalty through satisfaction. This study’s theoretical and practical implications are included to assist both scholars and practitioners in the hospitality industry in enriching their understanding of effective value co-creation and communication strategies related to sustainability to increase customer satisfaction and loyalty.

The Hierarchization of Product Attributes

2022 ◽  
pp. 275-296
Author(s):  
Inês Guerra Alves
Keyword(s):  
Customer Satisfaction ◽  
Hotel Industry ◽  
Product Attributes ◽  
Individual Study ◽  
Market Segments ◽  
Number Of Customers

This study aims to investigate which hotels' attributes are most valued by the guests of the main markets of Porto. The guests' knowledge, preferences, and needs are crucial data that impact customer satisfaction. As a people-to-people industry, the hotel industry must consider the heterogeneity of its markets and invest in improving its services, considering the aspects they value. However, is the heterogeneity pronounced that much? Or are there any similarities between markets? Guests do not have similar satisfaction levels, so to guarantee the best experience for the most significant number of customers, these should be studied by market segments, once individual study would be impracticable. Through the comments made on the Booking.com, following the assumption that guests comment on what they value, the attributes that guests of different nationalities refer to Porto hotels have been collected. From the analysis of all the collected data, it can be concluded that all the main markets' value attributes and the fundamental differences are based on the hierarchy of these attributes.

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

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