AN INTEGRATED FRAMEWORK FOR CUSTOMER LOYALTY IN THE HOTEL SECTOR

被引：10

作者：

Tabaku, Elvira ^{[1
]}

Kruja, Drita ^{[1
]}

机构：

[1] European Univ Tirana, Fac Econ & Informat Technol, Mkt & Management Dept, Blvd Gjergj Fishta,Nd 70,H1, Tirana, Albania

来源：

SERBIAN JOURNAL OF MANAGEMENT | 2019年 / 14卷 / 01期

关键词：

customer loyalty; service quality; satisfaction; perceived value; image; trust; SERVICE QUALITY; PERCEIVED VALUE; DESTINATION IMAGE; BRAND LOYALTY; BEHAVIORAL INTENTIONS; SATISFACTION; TRUST; MODEL; ANTECEDENTS; CONSEQUENCES;

D O I：

10.5937/sjm14-18253

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

This study explores the impact of the antecedents (i.e., service quality, image, trust, perceived value and customer satisfaction) on customer loyalty in the hotel sector. A total of 361 valid responses from a survey conducted in Albania were received. Data were analyzed using exploratory and confirmatory factor analysis and structural equation modeling. Findings suggest that service quality, image, trust, perceived value and customer satisfaction are reliable predictors of customer loyalty in the hotel sector. The results of this study can help and guide practitioners in understanding significant elements of their offer toward loyalty creation and reinforcement.

引用

页码：205 / 221

页数：17

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