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1860797063058423808
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INTELEK Repository
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Online Access
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| collectionurl |
https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection407072
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| date |
2016-11-23 09:40:19
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| format |
Restricted Document
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| id |
11230
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UniSZA
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5436-01-FH02-FSSG-16-07492.pdf
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PDFium
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oai_dc
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https://intelek.unisza.edu.my/intelek/pages/view.php?ref=11230
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11230 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=11230 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection407072 Restricted Document Article Journal application/pdf 20 Adobe Acrobat Pro DC 20 Paper Capture Plug-in 1.7 PDFium 2016-11-23 09:40:19 5436-01-FH02-FSSG-16-07492.pdf UniSZA Private Access Hotel Restaurants’ Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation Csiuas-tPoamciefirc S Jaotuisrfnacatl ioofn I annndo vLaotiyoanlt yin: AH Toesspti toafl iMty eadnidat Tioonurism Service loyalty, with its final effect on repurchasing by customers, appears to have received relatively little attention. This study starts by first delineating the concept of service loyalty and proceeds to distinguish between service quality and customer satisfaction. The sample consisted of 430 respondents who stayed at four- and five-star hotels in Jordan. A structured questionnaire, with a five-point Likert scale, was used. SPSS was applied to analyse the casual relationships between hotel restaurants’ service quality, customer satisfaction and customer loyalty, as well as to evaluate the hypotheses regarding relationships among model constructs. A mediational model that links hotel restaurants’ service quality to service loyalty via customer satisfaction is proposed. Results designate that customer satisfaction does play a mediating role in the effect of hotel restaurants’ service quality on customer loyalty. Implications are discussed, recommendations of the study are noted, and possible areas for further research are indicated. 5 1 21-39
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| spellingShingle |
Hotel Restaurants’ Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation
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| summary |
Service loyalty, with its final effect on repurchasing by customers, appears to have received relatively little attention. This study starts by first delineating the concept of service loyalty and proceeds to distinguish between service quality and customer satisfaction. The sample consisted of 430 respondents who stayed at four- and five-star hotels in Jordan. A structured questionnaire, with a five-point Likert scale, was used. SPSS was applied to analyse the casual relationships between hotel restaurants’ service quality, customer satisfaction and customer loyalty, as well as to evaluate the hypotheses regarding relationships among model constructs. A mediational model that links hotel restaurants’ service quality to service loyalty via customer satisfaction is proposed. Results designate that customer satisfaction does play a mediating role in the effect of hotel restaurants’ service quality on customer loyalty. Implications are discussed, recommendations of the study are noted, and possible areas for further research are indicated.
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| title |
Hotel Restaurants’ Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation
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| title_full |
Hotel Restaurants’ Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation
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| title_fullStr |
Hotel Restaurants’ Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation
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| title_full_unstemmed |
Hotel Restaurants’ Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation
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| title_short |
Hotel Restaurants’ Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation
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| title_sort |
hotel restaurants’ service quality, customer satisfaction and loyalty: a test of mediation
|