The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry
Hotel operators strive to satisfy the needs of their guests and subse-quently retain them by trying to understand the factors that could build up a strong loyal clientele base. Previous studies have found that there are four critical perspectives related to the hotel indus-try that enable hotel oper...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Taylor & Francis Group
2014
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| Subjects: | |
| Online Access: | http://eprints.intimal.edu.my/165/ http://eprints.intimal.edu.my/165/1/The%20Associations%20Between%20Service%20Quality....pdf |
| _version_ | 1848766409960587264 |
|---|---|
| author | Cheng, Boon Liat Mansori, Shaheen Cham, Tat Huei |
| author_facet | Cheng, Boon Liat Mansori, Shaheen Cham, Tat Huei |
| author_sort | Cheng, Boon Liat |
| building | INTI Institutional Repository |
| collection | Online Access |
| description | Hotel operators strive to satisfy the needs of their guests and subse-quently retain them by trying to understand the factors that could build up a strong loyal clientele base. Previous studies have found that there are four critical perspectives related to the hotel indus-try that enable hotel operators to cope with the fierce competition in the industry and boost their profit margin: service quality, cus-tomer satisfaction, corporate image, and customer loyalty. This study attempts to evaluate the relationships between these perspec-tives. Systematic sampling approach was adopted in the study. The data was collected through self-administered questionnaires from 200 respondents. Statistical Package for the Social Sciences (SPSS) was used to test the hypothesized relationships in the research model. The findings reveal that the four variables are significantly related to one another and they are useful for hotel operators to promote long-term business growth and ensure sustainability in the hotel industry in Malaysia. |
| first_indexed | 2025-11-14T11:50:42Z |
| format | Article |
| id | intimal-165 |
| institution | INTI International University |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T11:50:42Z |
| publishDate | 2014 |
| publisher | Taylor & Francis Group |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | intimal-1652016-09-21T08:22:24Z http://eprints.intimal.edu.my/165/ The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry Cheng, Boon Liat Mansori, Shaheen Cham, Tat Huei TX Home economics Hotel operators strive to satisfy the needs of their guests and subse-quently retain them by trying to understand the factors that could build up a strong loyal clientele base. Previous studies have found that there are four critical perspectives related to the hotel indus-try that enable hotel operators to cope with the fierce competition in the industry and boost their profit margin: service quality, cus-tomer satisfaction, corporate image, and customer loyalty. This study attempts to evaluate the relationships between these perspec-tives. Systematic sampling approach was adopted in the study. The data was collected through self-administered questionnaires from 200 respondents. Statistical Package for the Social Sciences (SPSS) was used to test the hypothesized relationships in the research model. The findings reveal that the four variables are significantly related to one another and they are useful for hotel operators to promote long-term business growth and ensure sustainability in the hotel industry in Malaysia. Taylor & Francis Group 2014 Article PeerReviewed text en http://eprints.intimal.edu.my/165/1/The%20Associations%20Between%20Service%20Quality....pdf Cheng, Boon Liat and Mansori, Shaheen and Cham, Tat Huei (2014) The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry. Journal of Hospitality Marketing & Management, 23 (3). pp. 314-326. ISSN 1936-8631 10.1080/19368623.2013.796867 |
| spellingShingle | TX Home economics Cheng, Boon Liat Mansori, Shaheen Cham, Tat Huei The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry |
| title | The Associations Between Service Quality,
Corporate Image, Customer Satisfaction, and
Loyalty: Evidence From the Malaysian Hotel
Industry |
| title_full | The Associations Between Service Quality,
Corporate Image, Customer Satisfaction, and
Loyalty: Evidence From the Malaysian Hotel
Industry |
| title_fullStr | The Associations Between Service Quality,
Corporate Image, Customer Satisfaction, and
Loyalty: Evidence From the Malaysian Hotel
Industry |
| title_full_unstemmed | The Associations Between Service Quality,
Corporate Image, Customer Satisfaction, and
Loyalty: Evidence From the Malaysian Hotel
Industry |
| title_short | The Associations Between Service Quality,
Corporate Image, Customer Satisfaction, and
Loyalty: Evidence From the Malaysian Hotel
Industry |
| title_sort | associations between service quality,
corporate image, customer satisfaction, and
loyalty: evidence from the malaysian hotel
industry |
| topic | TX Home economics |
| url | http://eprints.intimal.edu.my/165/ http://eprints.intimal.edu.my/165/ http://eprints.intimal.edu.my/165/1/The%20Associations%20Between%20Service%20Quality....pdf |