Service quality, image and loyalty towards Malaysian hotels
The rapid growth of the hotel industry in the first decade of the 21st century forced hotel operators to critically acknowledge the importance of service improvement in order to gain competitive advantage. Therefore, identifying the factors that influence the quality of services of hotels is crit...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
InderScience
2012
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| Subjects: | |
| Online Access: | http://eprints.intimal.edu.my/241/1/3.pdf http://eprints.intimal.edu.my/241/ |
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| Summary: | The rapid growth of the hotel industry in the first decade of the
21st century forced hotel operators to critically acknowledge the importance of
service improvement in order to gain competitive advantage. Therefore,
identifying the factors that influence the quality of services of hotels is critical
for the success of the hotels. Corporate image and customer loyalty should also
be emphasised to ensure the sustainability of the hotels in this competitive
industry. Hence, this study is conducted to discover the factors influencing
perceived service quality of Malaysian hotels, as well as exploring the
relationship between perceived service quality with customer loyalty and
corporate image. Additionally, this study is one of the few studies on quality
certification related to the demand perspective and also on the mediating role of
image on the relationship between service quality and loyalty in the hotel
industry. |
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