Customer loyalty in the hotel industry: the role of customer satisfaction and image
International Journal of Contemporary Hospitality Management
ISSN: 0959-6119
Article 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
Publisher
:MCB UP Ltd
Copyright © 2000, MCB UP Limited