To read the full version of this content please select one of the options below:

The relationship between customer loyalty and customer satisfaction

John T. Bowen (University of Nevada, Las Vegas, Nevada, USA)
Shiang‐Lih Chen (University of Nevada, Las Vegas, Nevada, USA)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 1 September 2001

Downloads
112254

Abstract

Develops and implements a method for hotels to identify attributes that will increase customer loyalty. Other hotels can replicate the methodology used in this study. The study makes the uses of the hotel’s database to draw samples for both focus groups and a mail survey. Based on 564 completed surveys from hotel guests, the authors found the relationship between customer satisfaction and customer loyalty was non‐linear. The authors use the data to develop internal benchmarks for the hotel based on scores that were representative of loyal customers. The study makes use of the hotel’s database to draw samples for both focus groups and a mail survey.

Keywords

Citation

Bowen, J.T. and Chen, S. (2001), "The relationship between customer loyalty and customer satisfaction", International Journal of Contemporary Hospitality Management, Vol. 13 No. 5, pp. 213-217. https://doi.org/10.1108/09596110110395893

Publisher

:

MCB UP Ltd

Copyright © 2001, MCB UP Limited