Impact of hotel service quality on the loyalty of customers

Other literature type, Article English OPEN
Jasinskas, Edmundas; Štreimikienė, Dalia; Švagždienė, Biruta; Simanavičius, Artūras;
(2016)
  • Publisher: Juraj Dobrila University of Pula, Department of Economics and Tourism 'Dr. Mijo Mirkovic'
  • Journal: Economic research - Ekonomska istraživanja,volume 29,issue 1,pages559-572 (issn: 1331-677X, eissn: 1848-9664)
  • Publisher copyright policies & self-archiving
  • Subject: Lithuania ; Hotels ; Loyalty ; Services ; Quality ; SERVQUAL methodology | Hotels; loyalty; services; quality; SERVQUAL methodology

The hotel business is rapidly developing due to growing demand for such services as well as the growing opportunities for travel. As a result, hotels face demanding customers, since the requirements for quality grow with an increased use of hotels’ services, in order to... View more
  • References (42)
    42 references, page 1 of 5

    Aaker, D. (2002). Building strong brands. London: Simon & Schuster.

    Bakanauskas, A., & Pilelienė, L. (2008). Vartotojų lojalumo stadijų nustatymo modelis [Model of customer loyalty stages of evaluation, in Lithuanian]. Organizacijų vadyba: sisteminiai tyrimai, 48, 7-21.

    Balciunas, M., Jasinskas, E., & Koisova, E. (2014). Economic contribution of sports event: Analysis of eurobasket 2011 example. Transformation in Business & Economics, 13, 41-54.

    Berzosa, D. L., Davila, J. A. M., & de Pablos Heredero, C. (2012). Business model transformation in the mobile industry: Co-creating value with customers. Transformation in Business & Economics, 11, 134-148.

    Boon-Liat, C., & Zabid, A. R. (2013). Service quality and the mediating eefct of corporate image on the relationship between customer satisfaction and customer loyalty in the Malaysian hotel industry. International Journal of Business, 15, 99-112.

    Dabija, D.-C., Dinu, V., Tăchiciu, L., & Pop, C.-M. (2014). Romanian consumers' behaviour towards counterfeit products. Transformations in Business & Economics, 13, 124-143.

    Dekimpe, M. G., Steenkamp, J. B. E., Mellens, M., & Abeele, P. V. (1997). Decline and variability in brand loyalty. International Journal of Research in Marketing, 14, 405-420.

    Fernández, J. G., Gavira, J. F., & García, A. B. (2014). Perceived quality and loyalty in low-cost tfiness center clients. Suma Psicológica, 21, 123-130.

    Frochot, I. & Hughes, H. (2000). HISTOQUAL: eTh development of a historic houses assessment scale. Tourism Management, 21, 157-167.

    Gil, S. M., Hudson, S., & Quintana, T. A. (2006). eTh inuflence of service recovery and loyalty on perceived service quality: A study of hotel customers in Spain. Journal of Hospitality & Leisure Marketing, 14, 47-68.

  • Metrics
Share - Bookmark