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...
| 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/ http://eprints.intimal.edu.my/241/1/3.pdf |
| _version_ | 1848766430422499328 |
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| author | Cham, Tat Huei Easvaralingam, Yalini |
| author_facet | Cham, Tat Huei Easvaralingam, Yalini |
| author_sort | Cham, Tat Huei |
| building | INTI Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T11:51:01Z |
| format | Article |
| id | intimal-241 |
| institution | INTI International University |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T11:51:01Z |
| publishDate | 2012 |
| publisher | InderScience |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | intimal-2412016-05-06T09:51:34Z http://eprints.intimal.edu.my/241/ Service quality, image and loyalty towards Malaysian hotels Cham, Tat Huei Easvaralingam, Yalini TX Home economics 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. InderScience 2012 Article PeerReviewed text en http://eprints.intimal.edu.my/241/1/3.pdf Cham, Tat Huei and Easvaralingam, Yalini (2012) Service quality, image and loyalty towards Malaysian hotels. International Journal of Services, Economics and Management, 4 (4). pp. 267-281. ISSN 1753-0830 10.1504/IJSEM.2012.050951 |
| spellingShingle | TX Home economics Cham, Tat Huei Easvaralingam, Yalini Service quality, image and loyalty towards Malaysian hotels |
| title | Service quality, image and loyalty towards Malaysian
hotels |
| title_full | Service quality, image and loyalty towards Malaysian
hotels |
| title_fullStr | Service quality, image and loyalty towards Malaysian
hotels |
| title_full_unstemmed | Service quality, image and loyalty towards Malaysian
hotels |
| title_short | Service quality, image and loyalty towards Malaysian
hotels |
| title_sort | service quality, image and loyalty towards malaysian
hotels |
| topic | TX Home economics |
| url | http://eprints.intimal.edu.my/241/ http://eprints.intimal.edu.my/241/ http://eprints.intimal.edu.my/241/1/3.pdf |