Service Quality, Mediation Effect of Customer Satisfaction, Customer Loyalty, and Moderating Role of Interpersonal Relationship: Case of Four-Star Hotels in Kuala Lumpur, Malaysia

The importance and prominent role of service quality in service industries are inevitable. Previous scholars have investigated relationships among service quality, customer satisfaction, and customer loyalty with fundamental theories in this research era, as proposed in marketing and psychological behavior. Ergo, their consistencies have been supported by theoretical justification. This research paper aims to determine the effect of service quality on customer loyalty directly and through the mediating role of customer satisfaction and the moderating role of interpersonal relationships in the four-star hotels located in Kuala Lumpur, Malaysia. This research's developed model consists of four latent variables: service quality, customer satisfaction, interpersonal relationship, and customer loyalty. A quantitative approach through the distribution of 550 questionnaires with a response rate of 69.81 percent was taken. Collected data were processed via IBMSPSSAMOS software. Firstly, reliability and factor analysis in order to ensure normality of the collected data, adequacy of sample size were run. Secondly, utilizing structural equation modeling (SEM) via analysis of moment structure (AMOS) program. Confirmatory factor analysis (CFA) with a two-step strategy was run to hypotheses testing. Thirdly, hierarchical regression analyses were conducted for testing the moderating role of interpersonal relationships. Findings supported the notion that service quality has a positive and direct impact on customer satisfaction and loyalty. Customer satisfaction mediates the relationship between service quality and customer loyalty. Finally, interpersonal relationship moderates the relationship between service quality and customer satisfaction positively. Consequently, the interpersonal relationship moderates the relationship between customer satisfaction and customer loyalty positively. This research's originality and value are for academics, practitioners, and managers in service industries, especially hospitality industries and exclusively managers in the four-star hotels in Kuala Lumpur, Malaysia.

Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

Journal of Islamic Marketing ◽

10.1108/jima-03-2019-0044 ◽

2019 ◽

Vol 11 (6) ◽

pp. 1691-1705 ◽

Cited By ~ 2

Author(s):

Abror Abror ◽

Dina Patrisia ◽

Yunita Engriani ◽

Susi Evanita ◽

Yasri Yasri ◽

...

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Customer Engagement ◽

Equation Modeling ◽

Islamic Banks ◽

Content Type ◽

Islamic Bank ◽

Purpose The purpose of this study is to investigate the influential factors of customer loyalty to Islamic banks, namely, service quality, customer satisfaction, customer engagement and religiosity. Design/methodology/approach This study is a survey of 335 Islamic bank customers in West Sumatra, Indonesia. This research deployed purposive sampling and analyzed the data by using covariance-based structural equation modeling. Findings Service quality has a positive and significant impact on customer satisfaction. Religiosity has a significant and negative moderating impact on the service quality–customer satisfaction relationship. Service quality has no significant influence on customer loyalty. Customer satisfaction is a significant antecedent of customer engagement and loyalty. Finally, customer engagement has a significant and positive effect on customer loyalty. Research limitations/implications This study is a combination of cross-sectional and a single-country case. Accordingly, the results may not be representative of other countries. Similar studies in longitudinal data collection are conducted in other countries (e.g. ASEAN countries), which would therefore be worthwhile. Some antecedents of customer loyalty have been neglected in this study (e.g. customer value co-creation and customer commitment); hence, the future study may investigate those factors. Practical implications By considering these Islamic banks’ antecedents, the Islamic banks might enhance their customer loyalty. Also, this study has revealed the moderating role of religiosity in a loyalty relationship. Therefore, it will give insights for the Islamic bank managers in decision-making. Originality/value This study has revealed the moderating role of religiosity on the link between service quality and customer satisfaction in Islamic banks, which is, to the authors’ knowledge, neglected in the previous studies. The customers with high religiosity will have a higher standard of satisfaction and demand a better service quality than the customers with low religiosity. This study has also examined the relationships between service quality, religiosity, customer satisfaction, customer engagement and loyalty as a whole, which have been limited previously.

Investigating the Role of Service Quality and Satisfaction on Debtor Loyalty Behavior

International Journal of Business and Applied Social Science ◽

10.33642/ijbass.v7n4p2 ◽

2021 ◽

pp. 9-17

Author(s):

Edy Bambang Wibowo ◽

Retno Tanding Suryandari

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Banking Sector ◽

Marketing Literature ◽

Service Convenience ◽

Conceptual Study ◽

The current global economic challenges force each country to survive for the prosperity of its people. The banking sector, as one of the economic regulators, also helps to grow GDP. In this effort, the bank continues to strive to maintain customer satisfaction and build long-term relationships. Although many studies examine satisfaction, there are no studies that reveal the role of punctuality and convenience of service as solid constructs in explaining the process of bank customer loyalty behavior. The purpose of this article is to examine the relationship between timeliness and service convenience to satisfaction-mediated loyalty. This paper is a conceptual study so that there are several prepositions explained. The implications of this article are expected to give alternative insight to marketing literature, especially in the field of banking marketing, as well as a foundation that can later be investigated empirically for future researchers.

PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PUBLIK DENGAN KEPUASAN PUBLIK SEBAGAI VARIABEL INTERVENING: PERAN NILAI PELANGGAN SEBAGAI MODERASI

Jurnal Apresiasi Ekonomi ◽

10.31846/jae.v4i3.159 ◽

2019 ◽

Vol 4 (3) ◽

pp. 157-164

Author(s):

Sefnedi Sefnedi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Customer Value ◽

Birth Certificate ◽

Hierarchical Regression ◽

Research Population ◽

This studyexamined the intervening effect of customer satisfaction on the relationship between service quality and customer loyalty and the role of customer value as moderating. The research population is all entire communities who received service quality of birth certificate issuance in the period of August-December 2014that accounted for 351customers and the numbers of usable samples were 187 customers.In order to test hypotheses, this study performs simple and hierarchical regression analyses. The results of analysis displayed that service quality positively influences customer satisfaction and customer loyalty, customer satisfaction was found to have positive effect on customer loyalty, customer satisfaction was proven as intervening variable on the relationship between service quality and customer loyalty, and customer value moderated the relationship between service quality and customer satisfaction. Keywords:Service Quality, Customer Satisfaction, Customer Value, and Customer Loyalty.

Investigating the Role of Service Quality and Satisfaction on Debtor Loyalty Behavior

International Journal of Business and Applied Social Science ◽

10.33642/ijbass.v7n10p3 ◽

2021 ◽

pp. 17-25

Author(s):

Edy Bambang Wibowo ◽

Retno Tanding Suryandari

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Banking Sector ◽

Marketing Literature ◽

Service Convenience ◽

Conceptual Study ◽

Mediating Role of Customer Satisfaction between Service Quality and Customer Loyalty with Non-Interest Bank in Nigeria

International Journal of Islamic Economics and Finance (IJIEF) ◽

10.18196/ijief.v4i1.10424 ◽

2021 ◽

Vol 4 (1) ◽

Author(s):

Sagir Muhammad Sulaiman ◽

Muhammad Abdulaziz Muhammad ◽

Aliyu Dahiru Muhammad ◽

Tasiu Tijjani Sabiu

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

High Quality ◽

Global Village ◽

Mediating Role ◽

Banking Business ◽

Regulatory Bodies ◽

The world has become a global village as competition among banks is now intense. Globalization is fuelling increased competition in Nigerian banking industry and as a result, banks are challenged to adopt customer centred strategies that would enable them to gain customer loyalty, maximize profitability and survive the competition. There is no business that survives without customers’ patronage and Islamic banks are not an exception. Customers are key stakeholders to the survival of any business, thus, satisfying the customer through providing high quality services is core to Islamic banking business. The aim of the study is to examine the mediating role of customer satisfaction in investigating the relationship between service quality and customer loyalty in non-interest bank i.e. Jaiz Bank of Kano state metropolis, Nigeria. The variance based (SEM) technique is employed in analyzing the hypothesized model of the study. Service quality positively and significantly influences customer satisfaction and customer loyalty, whereas, customer satisfaction does not significantly mediate the relationship between service quality and customer loyalty among customers of Jaiz bank in Kano state metropolis, Nigeria. The study recommends for providing high quality service in order to achieved maximum loyalty from the customers. It was further recommended on the need for reviving of the existing regulatory bodies or institutions that will ensure proper implementation of good service quality delivery among non-interest banks in Nigeria.

THE IMPACT OF SERVICE QUALITY ON BANKING CUSTOMER LOYALTY: THE ROLE OF SATISFACTION AND SWITCHING COSTS AS MEDIATOR

Jurnal Apresiasi Ekonomi ◽

10.31846/jae.v7i1.191 ◽

2019 ◽

Vol 7 (1) ◽

pp. 1-8

Author(s):

Sefnedi Sefnedi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Switching Costs ◽

Research Population ◽

Research Findings ◽

The Impact ◽

The Relationship ◽

Customer Satisfaction And Loyalty

The notion of customer loyalty as an efective marketing strategy in fecing keen competition has been identified. The purpose of this study is to examine the role of customer satisfaction and switching costs as mediator on the relationship between service quality and customer loyalty. The research population is all banking deposit customers of Nagari Bank Main Branch Padang while the numbers of usable samples were 117 respondents. In order to test hypotheses, this study performs SmartPLS 3.2.8. The results of analysis displayed that the strongest effect of service was found on switching costs compared to customer satisfaction and loyalty. In addition, customer satifcation and switching costs were proven as determinants of customer loyalty, and they also were found as mediator on the relationship between service quality and customer loyalty.The research findings provided some practical contributions that in order to enhancing customer loyalty future, it was suggested to increase customer satisfaction as well switching costs through creating the best service quality. Keywords: Service quality, Customer satisfaction, Switcing costs, and Customer loyalty

Does strategic location strengthen the relationship between Service Quality, Customer Satisfaction And Customer Loyalty?

Asia Proceedings of Social Sciences ◽

10.31580/apss.v2i3.242 ◽

2018 ◽

Vol 2 (3) ◽

pp. 34-38

Author(s):

Arawati binti Agus

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Mediating Role ◽

Significant Relationships ◽

Strategic Location ◽

Strategic Perspective ◽

The Relationship ◽

Customer Satisfaction And Loyalty

This study investigates the relationships between service quality determinants namely tangible, reliability, responsiveness, competency, courtesy and credibility, with customer satisfaction and loyalty in the context of Malaysian hypermarkets. The paper also investigates the mediating role of customer satisfaction and also determines whether location (from the strategic perspective) plays a significant moderating role in the customer satisfaction-customer loyalty linkage. The findings suggest that service quality has significant relationships with customer satisfaction and customer loyalty measures. The result indicates that three service quality determinants specifically tangibles, courtesy and credibility demonstrate high associations with customer satisfaction and customer loyalty. The result suggests that customer satisfaction has significant mediating role in the relationship between service quality and customer loyalty. In addition, location moderates the linkage between customer satisfaction and customer loyalty in both directions. The findings suggest that a more strategic location of a hypermarket can strengthen the relationship between customer satisfaction and customer loyalty.

Moderating Role of Price Sensitivity on the Relationship between The Service Quality of Mobile Applications and Customer Satisfaction: Focused on Airline Mobile Applications

International Journal of Tourism Management and Sciences ◽

10.21719/ijtms.35.5.4 ◽

2020 ◽

Vol 35 (5) ◽

pp. 73-92

Author(s):

Sookil Yeum ◽

Eunsuk Park ◽

Taehee Kim

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Mobile Applications ◽

Price Sensitivity ◽

The Relationship ◽

Using online travel agent platforms to determine factors influencing hotel guest satisfaction

Journal of Hospitality and Tourism Technology ◽

10.1108/jhtt-07-2019-0099 ◽

2020 ◽

Vol 11 (3) ◽

pp. 425-445

Author(s):

Elise Wong ◽

S. Mostafa Rasoolimanesh ◽

Saeed Pahlevan Sharif

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Perceived Value ◽

Content Type ◽

Mediating Role ◽

Guest Satisfaction ◽

Online Travel ◽

The Relationship ◽

Purpose This study aims to investigate the relationships between service quality, perceived value and hotel guest satisfaction, drawing upon data from TripAdvisor – an online travel agent (OTA) platform. The study also investigates the mediating role of perceived value on the relationship between service quality and satisfaction, as well as the moderating role of hotel star ratings on all direct and indirect relationships. Design/methodology/approach Data for this study were collected via Web scraping from August–October 2018. Data were collected from 192 three- to five star-rated hotels in Kuala Lumpur, Malaysia. Partial least squares – structural equation modeling was used for data analysis. Furthermore, importance-performance map analysis (IPMA) was performed to identify the most important items of service quality and perceived value in improving customer satisfaction. Findings The findings of this study provide support for all direct and indirect relationships for three-star and four- and five-star hotels. Moreover, the results indicate that perceived value mediates the relationship between service quality and customer satisfaction. These results support the moderating role of hotel star ratings for the relationship between service quality and perceived value. The results also show that after perceived value, three-star hotels looking to improve customer satisfaction should prioritize improving the quality of their services, sleep quality, cleanliness and rooms. Four- and five-star hotels, on the other hand, should prioritize service, cleanliness, room and sleep quality. Originality/value OTA platforms collect a wealth of data pertaining to large number of hotels; nevertheless, few studies to date have drawn on this data to examine a pre-determined conceptual framework developed based on the literature. As such, this study makes a valuable methodological contribution to the tourism and hospitality literature. In terms of theoretical contributions, this study examines the mediating role of perceived value between service quality and satisfaction using OTA data. In addition, this study assesses the moderating role of hotel star ratings for the direct and indirect effects of service quality on satisfaction. Using IPMA, this study compares the importance and performance of service quality indicators to generate satisfaction between three-star and four- and five-star hotels.

The Mediation Effect of Customer Satisfaction on the Relationship Between Service Quality and Customer Loyalty

Timor Leste Journal of Business and Management ◽

10.51703/bm.v2i2.22 ◽

2020 ◽

Vol 2 ◽

pp. 56-65

Author(s):

Ana Fransisca Flores ◽

Estanislau Sousa Saldanha ◽

Manuel Vong

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Service Industries ◽

Mediation Effect ◽

Quality Performance ◽

The Government ◽

Hotel Managers ◽

Improve Service Quality ◽

Sustainability of hotel’s performance can be determined by service quality, satisfaction and customer loyalty. The level of customer satisfaction can be increased if hotels offer good quality performance, and so it can retain customers to stay in a hotel. Thus, this research aims to identify and explain the influence of service quality for customer loyalty and test the effect of customer satisfaction mediation for the relationship between service quality and customer loyalty in the room division of the hotel. This research was conducted at hotel industries in Dili. Respondents for this research were their customers, and research instruments were questionnaires adopted from previous researches, and SMART-PLS 3.0 was used to test the hypothesis. This research shows that service quality and customer satisfaction are not significant to influence customer loyalty in the room division of hotels in Dili. Moreover, customer satisfaction does not have the effect of mediation for the relationship between service quality and customer loyalty. This research can contribute to enrich the theory and empirical about service quality, customer satisfaction, and customer loyalty. In a practical level, this research can help hotel managers to develop their strategies in order to retain their customers through good service quality. This research can also help the government to aquire data on the level of customer satisfaction for the service quality of hotels in Timor-Leste, and so can develop the policy of human capital training to improve service quality in hotels and other service industries