Customer loyalty in the hotel industry: the role of customer satisfaction and image

Jay Kandampully (Associate Professor, Faculty of Business, Economics and Law, University of Queensland, Australia)
Dwi Suhartanto (Lecturer, Administrasi Niaga, Politeknik Negeri Bandung Jl. Gegerkalong Hilir, ciwaruga, Bandung, Indonesia)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Publication date: 1 November 2000

Abstract

Loyalty of a firm’s customer has been recognised as the dominant factor in a business organization’s success. This study helps us extend our understanding of the relationship between customer loyalty, customer satisfaction, and image. This is of considerable interest to both practitioners and academics in the field of hospitality management. The objective of this research is to identify the factors of image and customer satisfaction that are positively related to customer loyalty in the hotel industry. Using data collected from chain hotels in New Zealand, the findings indicate that hotel image and customer satisfaction with the performance of housekeeping, reception, food and beverage, and price are positively correlated to customer loyalty.

Keywords

Citation

Kandampully, J. and Suhartanto, D. (2000), "Customer loyalty in the hotel industry: the role of customer satisfaction and image", International Journal of Contemporary Hospitality Management, Vol. 12 No. 6, pp. 346-351. https://doi.org/10.1108/09596110010342559

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Publisher

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MCB UP Ltd

Copyright © 2000, MCB UP Limited

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