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Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry

Master of Science in Management

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Bibliographic Details
Main Author: Ghaith Abdulraheem Ali, Alsheikh
Other Authors: Mohd Zukime, Mat Junoh, Dr.
Format: Thesis
Language:English
Published: Universiti Malaysia Perlis (UniMAP) 2017
Subjects:
Customer loyalty
Consumer satisfaction
Hotel management
Hotels > Malaysia
Hotels > Jordan
Online Access:http://dspace.unimap.edu.my:80/xmlui/handle/123456789/78791
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spelling my.unimap-787912023-05-23T04:40:17Z Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry Ghaith Abdulraheem Ali, Alsheikh Mohd Zukime, Mat Junoh, Dr. Customer loyalty Consumer satisfaction Hotel management Hotels -- Malaysia Hotels -- Jordan Master of Science in Management The ever increasing establishment of various star hotels in Malaysia and Jordan has leverage the choice options of guests and tourist in these countries. While the guests were been offered multiple choices, the management of hotels are staggering to keep their existing guests and attract new ones through service provision to mitigate effects of competition. This study aims to proffer solutions to customer loyalty challenges at these destinations by proposing and validating customer loyalty model using relationship marketing and social exchange theory. Based on the underpinning theories, this study analyzed the direct and indirect influence of brand image, trust, convenience and emotion on customer loyalty of five star hotels in Malaysia and Jordan. Further, the mediating effect of customer satisfaction on the relationship between exogenous latent variables and endogenous latent variable was investigated. A total of 384 and 371customers respectively of three famous hotels under the management of Starwood were sampled using convenience sampling method for data analysis from Malaysia and Jordan. SPSS version 21.0 software was used for the analysis. The results of empirical analysis supported all the hypothesized relationships. In Malaysia, customers considered brand image and convenience as the most significant influencer of customer loyalty. While Jordanian 5 star hotels customers considered emotion, brand image and convenience as the most significant factors of customer loyalty. However, the empirical results showed partial mediation effects on the relationship between brand image, trust, convenience, emotion and customer loyalty in respect of Malaysian hotel customers. In Jordan hotels, satisfaction does not mediate the relationship between trust and customer loyalty but partially mediate between emotion, brand image, convenience and customer loyalty. In summary, the findings of this study will narrow the perception of the top echelon of these hotels on the actual factors to focus in order to earn loyalty of their valued customers. This study also contributed to frontier of knowledge by integrating the variables of relationship marketing from the perspectives of two developing countries. The study made useful recommendations that will benefit hotel industry generally and suggest direction for further research. 2017 2023-05-23T04:40:17Z 2023-05-23T04:40:17Z Thesis http://dspace.unimap.edu.my:80/xmlui/handle/123456789/78791 en Universiti Malaysia Perlis (UniMAP) Universiti Malaysia Perlis (UniMAP) School of Business Innovation and Technopreneurship
institution Universiti Malaysia Perlis
building UniMAP Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Perlis
content_source UniMAP Library Digital Repository
url_provider http://dspace.unimap.edu.my/
language English
topic Customer loyalty
Consumer satisfaction
Hotel management
Hotels -- Malaysia
Hotels -- Jordan
spellingShingle Customer loyalty
Consumer satisfaction
Hotel management
Hotels -- Malaysia
Hotels -- Jordan
Ghaith Abdulraheem Ali, Alsheikh
Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry
description Master of Science in Management
author2 Mohd Zukime, Mat Junoh, Dr.
author_facet Mohd Zukime, Mat Junoh, Dr.
Ghaith Abdulraheem Ali, Alsheikh
format Thesis
author Ghaith Abdulraheem Ali, Alsheikh
author_sort Ghaith Abdulraheem Ali, Alsheikh
title Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry
title_short Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry
title_full Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry
title_fullStr Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry
title_full_unstemmed Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry
title_sort investigation of factors influencing customer loyalty in malaysia and jordan hotel industry
publisher Universiti Malaysia Perlis (UniMAP)
publishDate 2017
url http://dspace.unimap.edu.my:80/xmlui/handle/123456789/78791
_version_ 1772813212094300160
score 13.188404

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