A Model Linking Perceived Attractiveness Aspects, Experience Of Stay, Customer Loyalty And Homestay Sustainability Of Business Performance In Taiwan
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Date
2014-06
Authors
Toh, Steven Teong Jin
Journal Title
Journal ISSN
Volume Title
Publisher
Universiti Sains Malaysia
Abstract
The aims of this study were to: (a) examine the direct effect of Perceived
Attractiveness Aspects and Customer Loyalty; (b) understand the direct effect of
Experience of Stay and Customer Loyalty; (c) investigate whether Experience of
Stay acts as mediator role between Perceived Attractiveness Aspects and Customer
Loyalty; and (d) examine the direct effect of Customer Loyalty and Sustainability of
Business Performance. Sustainability of business performance was conceptualized
into two dimensions of financial performance and marketing performance. The
perceived attractiveness aspects were operationalized into five dimensions of
surroundings of the building and features, service quality, homestay facilities,
homestay operation and management, and homestay geist and community coprosperity.
The mediator of experience of stay was operationalized into two
dimensions of experiential value (host-guest interaction) and experiential value
(activity, culture and knowledge). Customer loyalty was illustrated as single
dimension. Five broadly hypotheses were postulated and tested using a sample of
566 (customer) and 283 (owner) Taiwan homestay representing 70.75 percent
response rate in this study. Data were collected through self-administrated
questionnaires. Smart PLS and SPSS analysis was conducted to test the validity of
the proposed hypotheses. It shows that only 17 sub-hypotheses out of 29 subhypotheses
were supported and the remaining sub-hypotheses were not supported.
The conclusion of this study was provided with the theoretical implications and
practical implications as well as suggestions for future conduct of the studies either
in Malaysia or Taiwan.
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Keywords
Experience of Stay , and Customer Loyalty