Perception Of Service Quality, Value, And Satisfaction In Determining Customer Loyalty: A Study In 5-Star Hotels In Penang
| dc.contributor.author | EE HUI, LIM | |
| dc.date.accessioned | 2016-11-15T08:18:19Z | |
| dc.date.available | 2016-11-15T08:18:19Z | |
| dc.date.issued | 2004-07 | |
| dc.description.abstract | In research on customer loyalty in services, satisfaction has often been mentioned as an important determinant. However, empirical evidence concerning the relationship between loyalty and satisfaction has remained unclear. This research develops a general service sector of customer loyalty from the model of ACSI (American Customer Satisfaction Index). A key contribution to the structural equation model is the incorporation of perception of value into an integrated of customer loyalty. This model describes the extent to which customer loyalty is influenced by three important factors - service quality, perceived value, and customer satisfaction. The model is applied to customers of 5-star hotels. The purpose of the study is to investigate the factors contribute to customer loyalty in 5-star hotel seNices. 80th cause and effect of the satisfaction (cause: service quality and perceived value; and effect: customer loyalty) are encompassed in this study. The study helps to exnmine and understand which of the factors that really needs to be emphasized in determining customer loyalty. Samples of 124 .usable questionnaires are collected and the responses from local and international guests of the 5-star hotels in Penang are used to analysis the hypotheses. By using SPSS software version 11.0, factor, reliability, and regression analysis are conducted. The findings show that there are numerous significant associations between the contextual factors and customer loyalty. | en_US |
| dc.identifier.uri | http://hdl.handle.net/123456789/3085 | |
| dc.subject | Perception Of Service Quality, Value, And Satisfaction In Determining Customer Loyalty | en_US |
| dc.subject | A Study In 5-Star Hotels In Penang | en_US |
| dc.title | Perception Of Service Quality, Value, And Satisfaction In Determining Customer Loyalty: A Study In 5-Star Hotels In Penang | en_US |
| dc.type | Thesis | en_US |
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