Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty

Keywords

Loyalty, Tourism, Service quality, Marketing, Loyalty business model

References

• The Effects of Service Recovery Satisfaction on Customer Loyalty and Future Behavioral Intentions: An Exploratory Study in the Luxury Hotel IndustryKristen A. Riscinto-Kozub — 2008
• Service Delivery System Practices in Malaysian Hotel Operations: An Exploratory StudyMohd Rizal Razalli — 2020
• Relationship Between Guest Perceptions of Service Quality and Customer Loyalty in the Hotel Industry in South FloridaChen-Hsien Lin — 2005
• Creating Customer Value Together with UsersFumio Hasegawa — 2009
• A two-dimensional model of trust–value–loyalty in service relationshipsJoe Choon Yean Chai, Naresh K. Malhotra, Frank Alpert — 2015
• Services Marketing: Integrating Customer Focus Across the FirmValarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler — 1996
• Linking process and outcome to service quality and customer satisfaction evaluationsPratibha A. Dabholkar, Jeffrey W. Overby — 2005
• Structural equation modelling: guidelines for determining model fitDaire Hooper, Joseph Coughlan, Michael R. Mullen — 2008
• Zero defections: quality comes to services.Frederick F. Reichheld, W. Earl Sasser — 1990
• Measuring Hotel Service Quality Perceptions: The Disparity between Comment Cards and LodgservNancy K. Keith, Christina S. Simmers — 2013
• Marketing for Hospitality and TourismPhilip Kotler, John T. Bowen, James C. Makens — 1995
• Lodgserv: A Service Quality Index for the Lodging IndustryBonnie J. Knutson, Pete Stevens, Colleen Wullaert — 1990
• Whence Consumer Loyalty?Richard L. Oliver — 1999
• Experience quality, perceived value, satisfaction and behavioral intentions for heritage touristsChing‐Fu Chen, Fu-Shian Chen — 2010
• Investigating the service brand: A customer value perspectiveRoderick J. Brodie, James R.M. Whittome, Gregory J. Brush — 2009
• The Behavioral Consequences of Service QualityValarie A. Zeithaml, Leonard L. Berry, A. Parasuraman — 1996
• Service Orientation, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing a Structural ModelHyun Jeong Kim — 2011
• Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examinationPaul G. Patterson, Richard A. Spreng — 1997
• The Antecedents and Consequences of Customer Satisfaction for FirmsEugene W. Anderson, Mary W. Sullivan — 1993
• A preliminary study on customer expectations of hotel hospitality: influences of personal and hotel factors.Ahmad Azmi M. Ariffin, Atefeh Maghzi — 2012

Cited by

• The impact of strategic vs. tactical cause-related marketing on switching intentionSara Osama Hassan Hosny, Ehab AbouAish — 2018
• Factors influencing consumer loyalty: evidence from the Ghanaian retail banking industryOsaretin Kayode Omoregie, John Agyekum Addae, Stanley Coffie — 2019
• A comparative study of outcome quality, perceived value, and loyalty in four-star and five-star hotelsYousef Keshavarz, Yuhanis Abdul Aziz, Dariyoush Jamshidi — 2019
• ANALYSIS AND EVALUATION OF SERVICE QUALITY, QUALITY IMPROVEMENT – CASE STUDYKamila Kowalik, Dorota Klimecka-Tatar — 2018
• Food tourism value: Investigating the factors that influence tourists to revisitAlireza Rousta, Dariyoush Jamshidi — 2020
• Prediksi Commitment, Trust, Perceived Value Dan Customer Satisfaction Terhadap Customer LoyaltyWina Wina, Ronnie Resdianto Masman — 2019
• Innovation diffusion theory and customers’ behavioral intention for Islamic credit cardDariyoush Jamshidi, Fazlollah Kazemi — 2019
• Examining structural relationships among service quality, perceived value, satisfaction and revisit intention for airbnb guestsSoyoung An, Jungho Suh, Thomas Eck — 2019
• Towards innovation, co-creation and customers’ satisfaction: a banking sector perspectiveMuhammad Imran Malik, Rizwan Ahsan — 2019
• Review of Scoping Studies on Service Quality, Customer Satisfaction and Customer Loyalty in the Airline IndustryHarith Yas, Ahmad Jusoh, Abbas Mardani — 2019
• The Effects of Service Quality on Satisfaction and Purchase Intention in Mobile CommerceNur Ain Mohd Paiz, Mass Hareeza Ali, Abdul Rashid Abdullah — 2020
• Does Customer Satisfaction MattersMohammad Aminuddin Mohd Don Basari, Mohd Farid Shamsudin — 2020
• Modeling the relationship between service quality, destination attachment and eWOM intention in heritage tourismAshutosh Pandey, Rajendra Sahu — 2020
• Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication contextHaitham M. Alzoubi, Muhammad Turki Alshurideh, Barween Al Kurdi — 2020
• What Is the Relationship Between Trust and Customer SatisfactionAin Damia Zamry, Syafiqah Md Nayan — 2020
• The price of customer satisfactionMuhammad Afif Abdul Razak, Syafiqah Md Nayan — 2020
• Investigating the perceived quality of a special event and its influence on perceived value and behavioural intentions in a special event in ThailandSupawat Meeprom, Tongrawee Silanoi — 2020
• What does it take to satisfy customerMuhammad Arif Iqbal Shaharudin, Syafiqah Md Nayan — 2020
• Sport Events Customers’ Behavior in the Light of Hedonic ConsumptionDaniel Adrian Gârdan, Iuliana Petronela Gârdan, Mihai Andronie — 2020
• Determinants of Indonesian professionals’ soccer spectator loyaltyFatchur Rohman — 2020

Related papers

• Service Quality, Customer Satisfaction, and Customer Loyalty in Indian Commercial BanksUsha Lenka, Damodar Suar, Pratap K.J. Mohapatra — 2009
• Service Quality, Customer Experience and Commitment Affecting Customer Satisfaction in Vietnamese Hotel IndustryNguyễn Minh Tuấn — 2021
• The interrelationships among service quality, customer satisfaction, and customer loyalty: Examination of the fast-food industryWeng-Kun Liu, Yueh-Shian Lee, Li-Mei Hung — 2017
• Service loyalty: The effects of service quality and the mediating role of customer satisfactionAlbert Caruana — 2002
• The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfactionNeale Slack, Gurmeet Singh — 2020
• The Influences of Service Quality of Main Korean Restaurant Franchise in Beijing, China on Customer Satisfaction, Customer Trust, and Customer LoyaltyYoon Seong Hwan — 2015
• Low-Cost Airlines—A New Customer Relationship? An Analysis of Service Quality, Service Satisfaction, and Customer Loyalty in a Low-Cost SettingNeil Curry, Yuhui Gao — 2012
• Correlates of customer loyalty to their bank: a case study in NigeriaBenjamin Osayawe Ehigie — 2006
• Why do customers switch? The dynamics of satisfaction versus loyaltyBanwari Mittal, Walfried M. Lassar — 1998
• The relationship between service quality, customer satisfaction and customer loyalty in the retail supermarket industryThinkwell Ndhlovu — 2014