The Influence of a Hotel Firm's Quality of Service and Image and its Effect on Tourism Customer Loyalty |
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Authors: | Jay Kandampully Thanika Devi Juwaheer Hsin-Hui Hu |
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Institution: | 1. Department of Consumer Sciences , The Ohio State University , Columbus, Ohio, USA kandampully.1@osu.edu;3. Department of Law and Management , University of Mauritius , Reduit, Mauritius;4. Department of Hospitality Management, School of Tourism , Ming Chuan University , Taipei, Taiwan |
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Abstract: | The aim of this article is to understand the influence of hotel service quality and corporate image on tourism customer loyalty. Data were collected from tourists at several sight-seeing locations in Mauritius. The study sample comprised guests of various hotels in Mauritius who were randomly approached and invited to participate in a survey on the hotel's services. The study findings suggest that it is the quality of service and the corporate image of the hotel that jointly influence tourism customers' loyalty. Although the study findings do not indicate a direct relationship between service quality and loyalty, it is the consistent quality of service that creates and sustains the image of the hotel which, ultimately, results in tourism customer loyalty. This would therefore suggest that tourism customer loyalty is dependent on a hotel's ability to consistently deliver service quality. |
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Keywords: | tourism hotel corporate image service quality tourism customer loyalty |
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