2020 |
Volume 15 |
Issue 2
Relationships between Service Quality, Customer Satisfaction and Customer Loyalty in Hotel Services
1.
Tohid Kachwala
– Prof., Operations Mgt. & Decision Science, Sbm, Nmims University, Mumbai, Maharashtra, India.
2.
Dinesh Panchal
– Prof., Operations Mgt. & Decision Science, Sbm, Nmims University, Mumbai, Maharashtra, India.
3.
Shailaja Rego
– Prof., Operations Mgt. & Decision Science, Sbm, Nmims University, Mumbai, Maharashtra, India.
4.
Pradeep Pai
– Prof., Operations Mgt. & Decision Science, Sbm, Nmims University, Mumbai, Maharashtra, India.
Received
14-Aug-2020
|
Accepted
-
|
Published
14-Aug-2020
|
Abstract
Rendering Service Quality is a key for survival. Hotel industry has a huge potential for growth due to the rich heritage of the country & also the enormous business potential. This study uses secondary data from a survey of Hotel Customers. Based on extensive literature survey, a theoretical model is proposed to relate the Service Quality, Customer Satisfaction & Customer Loyalty. Using convenience sampling, a survey (with a well-defined Questionnaire) was carried out for regular hotel users & Structural Equation Modelling (using IBM SPSS AMOS) was used for investigating the relationship between the latent constructs of the Service Quality, Customer Satisfaction & Customer Loyalty. The study indicated that Service Quality (with its five antecedents) has a significant influence on Customer Satisfaction & in turn, Customer Satisfaction has a significant influence on Customer Loyalty in Hotel Services. The emerging model can be used for developing
necessary managerial strategies for achieving the ultimate objective of
Customer Satisfaction & Customer Loyalty.
Keywords Services Quality, Customer Satisfaction, Customer Loyalty, Tangibles, Reliability, Responsiveness, Assurance, Empathy, SERVQUAL
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