The document summarizes a research study on the impact of price satisfaction and service satisfaction on customer loyalty in the hotel industry. It identifies five key dimensions of service quality - reception, staff friendliness, room service, restaurant/breakfast, and wellness area. It hypothesizes that these dimensions positively impact price satisfaction and service satisfaction. It also hypothesizes that price satisfaction and service satisfaction positively impact customer loyalty. A survey was conducted to measure customer responses on these variables and relationships using a 5-point Likert scale questionnaire. Factor analysis was used to analyze the data and validate the hypothesized relationships between the dimensions.
Effect of customer satisfaction on performance of the hotel industryAlexander Decker
This document discusses a study on the effect of customer satisfaction on the performance of the hotel industry in western Kenya. The study aims to assess customer perceptions of hotel services, identify strategies used to enhance satisfaction, and determine if satisfaction strategies have improved performance. The literature review discusses how customer satisfaction is linked to customer expectations and experiences. It also examines the concepts of customer loyalty, length of stay, and retention. The conceptual framework outlines how customer satisfaction can influence hotel industry metrics like profits, sales, market share, and image through moderating factors such as hotel age and size.
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
- High levels of customer dissatisfaction with service quality in restaurants poses a challenge for the industry. One proposed approach is for restaurants to offer service guarantees to demonstrate they will deliver a satisfying dining experience.
- Previous studies have identified key criteria customers use in choosing restaurants, such as food quality, service, price, and atmosphere. However, these studies did not examine whether service guarantees impact customer choice.
- The literature discusses theories on how service guarantees may increase customer satisfaction by improving business focus and standards. However, guarantees may not benefit all restaurants and could reduce perceptions of lower-quality establishments. This study aims to address the gap in understanding how service guarantees influence customer choice.
The relationship between customer satisfaction and customer loyalty in the ba...Samaan Al-Msallam
Abstract
A large number of studies on customer satisfaction and customer loyalty have been conducted in marketing over
the years. Customer satisfaction is a crucial factor for bank success and it has the possibility to influence
customer loyalty. From a theoretical perspective it is very important to investigate which factors influence
customer satisfaction. This paper analyzes the basic factors which affects customer satisfaction towards services
of Bank. This study adopted empirical research design on the sample size of 401 respondents who were
customers of different banks in Syria. Data is collected through survey questionnaires related to customer
expectation ,price fairness , customer satisfaction and customer loyalty towards services of banks . Data is
analyzed by using AMOS 18. The research reviews the current academic marketing literature and tries to
identify antecedents of customer satisfaction and customer loyalty. The findings from this study also provide
important managerial implications.
Keywords: bank, customer satisfaction, customer loyalty.
This study examines the relationship between customer expectation, perceived service quality, and customer satisfaction in the banking sector in Damascus, Syria. The author conducted a survey of 250 customers from 5 banks. The results of the regression analysis found that customer expectation and perceived service quality both have a positive effect on customer satisfaction. Specifically, customer expectation explained 18% of the variance in customer satisfaction, while perceived service quality explained 36% of the variance. The findings indicate that meeting or exceeding customer expectations and improving perceptions of service quality can increase customer satisfaction in the banking industry. Bank managers should understand customer expectations and focus on strengthening service quality to enhance customer satisfaction and retention.
The aim of this study is to investigate the Impact of Brand Image, Service Quality and Trust on
Customer Loyalty, Moderating Effect of Perceived Price Fairness and the Mediating Effect of Customer
Satisfaction on telecommunication sector of Pakistan. This research is helpful to capture and retain the satisfied
and loyal customer and it is useful to identify the factors through which telecommunication sector may improve
its performance.
Effect of customer satisfaction on performance of the hotel industryAlexander Decker
This document discusses a study on the effect of customer satisfaction on the performance of the hotel industry in western Kenya. The study aims to assess customer perceptions of hotel services, identify strategies used to enhance satisfaction, and determine if satisfaction strategies have improved performance. The literature review discusses how customer satisfaction is linked to customer expectations and experiences. It also examines the concepts of customer loyalty, length of stay, and retention. The conceptual framework outlines how customer satisfaction can influence hotel industry metrics like profits, sales, market share, and image through moderating factors such as hotel age and size.
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
- High levels of customer dissatisfaction with service quality in restaurants poses a challenge for the industry. One proposed approach is for restaurants to offer service guarantees to demonstrate they will deliver a satisfying dining experience.
- Previous studies have identified key criteria customers use in choosing restaurants, such as food quality, service, price, and atmosphere. However, these studies did not examine whether service guarantees impact customer choice.
- The literature discusses theories on how service guarantees may increase customer satisfaction by improving business focus and standards. However, guarantees may not benefit all restaurants and could reduce perceptions of lower-quality establishments. This study aims to address the gap in understanding how service guarantees influence customer choice.
The relationship between customer satisfaction and customer loyalty in the ba...Samaan Al-Msallam
Abstract
A large number of studies on customer satisfaction and customer loyalty have been conducted in marketing over
the years. Customer satisfaction is a crucial factor for bank success and it has the possibility to influence
customer loyalty. From a theoretical perspective it is very important to investigate which factors influence
customer satisfaction. This paper analyzes the basic factors which affects customer satisfaction towards services
of Bank. This study adopted empirical research design on the sample size of 401 respondents who were
customers of different banks in Syria. Data is collected through survey questionnaires related to customer
expectation ,price fairness , customer satisfaction and customer loyalty towards services of banks . Data is
analyzed by using AMOS 18. The research reviews the current academic marketing literature and tries to
identify antecedents of customer satisfaction and customer loyalty. The findings from this study also provide
important managerial implications.
Keywords: bank, customer satisfaction, customer loyalty.
This study examines the relationship between customer expectation, perceived service quality, and customer satisfaction in the banking sector in Damascus, Syria. The author conducted a survey of 250 customers from 5 banks. The results of the regression analysis found that customer expectation and perceived service quality both have a positive effect on customer satisfaction. Specifically, customer expectation explained 18% of the variance in customer satisfaction, while perceived service quality explained 36% of the variance. The findings indicate that meeting or exceeding customer expectations and improving perceptions of service quality can increase customer satisfaction in the banking industry. Bank managers should understand customer expectations and focus on strengthening service quality to enhance customer satisfaction and retention.
The aim of this study is to investigate the Impact of Brand Image, Service Quality and Trust on
Customer Loyalty, Moderating Effect of Perceived Price Fairness and the Mediating Effect of Customer
Satisfaction on telecommunication sector of Pakistan. This research is helpful to capture and retain the satisfied
and loyal customer and it is useful to identify the factors through which telecommunication sector may improve
its performance.
A Research Proposal- The Relationship between Customer SatisfactJiana Daikh
This document presents a research proposal that examines the relationship between customer satisfaction and consumer loyalty. It provides background on the topics of customer satisfaction and consumer loyalty based on prior literature. The purpose of the study is to specifically examine the correlations between consumer satisfaction and consumer loyalty in the financial services industry. A prior study on bank loan services in Kuwait will be used as a reference point. The proposed research will include definitions, instrumentation, sampling, data collection, hypotheses, discussion of results, and references.
Determinants of customer satisfaction in hotel industryAamna Shakeel
This document summarizes a research study that examined determinants of customer satisfaction in the hotel industry of Pakistan. The study investigated the relationship between service quality, service features, and customer satisfaction on future intentions. A survey was administered to customers of major hotels in Pakistan. The results of the study found that improved service quality and superior service features increased customer satisfaction. Additionally, satisfied customers were more likely to return and recommend the hotel in the future. Thus, the study concluded that enhancing service quality and features leads to greater customer satisfaction and future intentions.
Organizational customers’ retention strategies on customer satisfaction case ...Alexander Decker
This document summarizes a research study that examined customer retention strategies at Equity Bank's Thika branch in Kenya. The study found that service quality has a significant impact on customer retention, while demographic factors like age, gender, education, and marital status do not influence retention. Additionally, the bank's stability, reliability, and community involvement also influence customer retention. The document recommends that banks focus on service quality improvements like operating hours, speed of service, responsiveness, and staff communication to boost retention.
Customer satisfaction and brand loyalty in the hotel industrySamaan Al-Msallam
Abstract
Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both
satisfaction constructs with Brand loyalty have mostly been studied separately.
The purpose of this study is to explore the effects of three customer perceptions (brand image , price fairness) on customer satisfaction and Brand
loyalty. A combination of a convenience and judgmental sample survey of 584 guests of three different hotels in Damascus was used to the test the
hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty . Also, the factors of brand image and price
fairness affect Brand loyalty. Customer perception of brand image and price fairness are almost equally to build up the satisfaction . We suggest
that managers should consider price fairness as foundations to build up customer satisfaction , Brand loyalty and, also to improve brand image as an
added on value for customers .
Key words: customer satisfaction, brand loyalty, brand image, price fairness.
The Effects of the Determinants of Customer Satisfaction on Brand LoyaltySamaan Al-Msallam
ABSTRACT:- Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both satisfaction constructs with Brand loyalty have mostly been studied separately. The purpose of this study is to explore the effects of three customer perceptions (perceived quality, brand image, price fairness) on customer satisfaction and Brand loyalty. A combination of a convenience and judgmental sample survey of 584 mobile phone users, from undergraduate students of major universities in Damascus, was used to the test the hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty. Also, the factors of perceived quality , brand image and price fairness affect Brand loyalty. Customer perception of perceived quality, brand image and price fairness are almost equally to build up the satisfaction. We suggest that managers should consider perceived quality and price fairness as foundations to build up customer satisfaction, Brand loyalty and, also to improve brand image as an added on value for customers.
The document discusses customer loyalty and relationship management in the stock broking industry in India. It provides an overview of the evolution of stock broking in India from a broker-driven market to today's customer-centric environment where customers have more choice and control. Maintaining customer loyalty and relationships is now critical for stock brokers' long-term success. The document reviews different dimensions of customer loyalty and relationships that brokers need to consider, such as satisfaction, referrals, switching costs, and varying levels of customers' desire for relationships.
This document discusses measuring customer satisfaction with service quality using the American Customer Satisfaction Index (ACSI) model. It was applied to the Macedonian mobile telecommunications industry to understand how customers perceive service quality and satisfaction with three major providers (T-Mobile, ONE, VIP). A survey was conducted and it was found that overall perceived service quality did not meet customer expectations and satisfaction levels were low. The document reviews factors that influence customer satisfaction and the importance of customer relationship marketing for customer loyalty and retention.
This document summarizes a research paper on the relationship between service quality and customer satisfaction in the Sri Lankan hotel industry. It provides background on Sri Lanka's tourism industry and importance of service quality for hotels. The paper aims to examine the relationship between service quality and customer satisfaction in hotels, and identify major elements of each. A literature review covers definitions of service quality and its dimensions of tangibility, reliability, responsiveness, assurance and empathy. The methodology used quantitative methods including questionnaires and statistical analysis to understand the relationship between service quality and customer satisfaction.
International Journal of Business and Management Invention (IJBMI)inventionjournals
This study aimed to identify the key decision criteria customers consider when choosing a beauty salon. A survey of 482 customers at various salons in Dhaka, Bangladesh was conducted. Factor analysis identified several dimensions of decision criteria, with service quality found to be the most important. Other important criteria included employee competency, brand image, and pricing. The study also found that educational qualifications and monthly expenditures influenced customers' perceptions of decision criteria. Understanding key decision criteria can help salons design service offerings to attract and retain customers.
Marketing Mix and Service Quality Effect on Customer Satisfaction and Loyalty...QUESTJOURNAL
ABSTRACT: This study aims to test and empirical analysis the marketing mix and service quality effect on customer satisfaction and customer loyalty, research was conducted in 26 branches in Sulawesi a population of about 16 212 customers of PT. HadjiKalla in Sulawesi who purchase Toyota cars for 2015 with a sample of 390 customers. The results of the analysis of structural equation modelusing AMOS version 20 provide evidence that marketing mix has a positive and significant effect on customer satisfaction and customer loyalty. Service quality is positive and significant effect on customer satisfaction, but insignificant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Marketing mix and service quality has a significant on customer loyalty as a mediated customer satisfaction. The practical implication of this study provide increased knowledge and understanding of the customer and the company's management in Sulawesi in increasing customer loyalty through marketing mix, service quality and customer satisfaction. Limitations of this study on a sample size using only the customers car brands Toyota and just carried on Sulawesi area that may limit generalizability of the research findings. Originality of this study provide the basis for the development configuration modeling using structural equation model and conceptual models that prove marketing mix and service quality on customer loyalty as a mediated customer satisfaction in previous research done separately. The mediating role of customer satisfaction is proven to increase customer loyalty to the highway.
The document discusses the impact of economic recession on customer loyalty to retail outlets. It provides background on customer loyalty and discusses how the recent recession in Zimbabwe affected consumer preferences, incomes, and unemployment. The objective is to assess how customer loyalty to retail has changed during the recession by exploring customer satisfaction and loyalty patterns. Prior studies found recession decreased loyalty as company performance worsened. The document outlines the research methodology, which will use questionnaires and quantitative analysis to understand how demographic factors like age, gender, and education influence customer loyalty trends during economic downturns.
- The document summarizes a research study that examines the relationships between service quality, brand attachment, and customer loyalty in the hotel industry in Bali.
- The study uses survey data from 100 hotel customers and analyzes the relationships between the variables using PLS analysis.
- The results found that service quality has a significant positive relationship with both brand attachment and customer loyalty. Brand attachment also has a significant positive relationship with customer loyalty. Additionally, brand attachment was found to mediate the relationship between service quality and customer loyalty.
This document summarizes a journal article that examines the relationships between customer satisfaction, loyalty, and profitability at the individual customer level. It presents two hypotheses: H1) Increased customer satisfaction leads to higher customer loyalty, and H2) Increased customer loyalty leads to higher customer profitability. The document provides context on the concepts of customer satisfaction, loyalty, and profitability. It also describes the research design used in the journal article, including collecting data from Norwegian fish exporters and their customers through customer accounts and market surveys.
This document summarizes a study that explores the relationship between service quality, customer orientation in call centers, and customer loyalty to the providing organization. The study examines two call centers - one serving individual insurance customers and one serving business customers of a bank. The study aims to test whether higher perceptions of call center service quality and customer orientation are positively related to greater customer loyalty. A survey was conducted of recent call center customers to measure their perceptions of service quality, customer orientation, and loyalty. The results found positive relationships between both service quality and customer orientation with loyalty. Service quality was also found to partially mediate the relationship between customer orientation and loyalty.
Impact of Gender on Customer Satisfaction for Service Quality: A Case Study o...deshwal852
This study examines the impact of gender on customer satisfaction levels for service quality in hyper stores. A survey was conducted of 70 customers (30 male and 40 female) who shop at hyper stores in South Delhi. The Retail Service Quality Scale was used to measure customer perceptions across 5 dimensions of service quality. Statistical analysis found no significant difference between male and female customers' satisfaction levels across the service quality dimensions. Therefore, the study concludes that gender does not impact customer satisfaction for service quality in hyper stores.
FACTORS AFFECTING THE SERVICES QUALITY AND REPURCHASE INTENTIONIAEME Publication
This study aim is to examine the factors effecting the consumer satisfaction and
repurchase intention. The population is consumer from all 22 branches of One Mart
mini market in Bengkulu Province. Samples are 200 respondents. Data were collected
using a five-point Likert scale. The data analysis tool used is Structural Equation
Model (SEM) using AMOS 22 software. The research shows the following results.
First, service quality does not affect on customer satisfaction. Second, good service
quality affects on customer value. Third, good customer value affect on customer
satisfaction. Fourth, customer satisfaction does not affect on repurchase intention.
Fifth, good customer satisfaction affects on brand choices. Sixth, a good brand choice
affect on consumer repurchase.
This document discusses key concepts in services marketing, including:
1) Services have intangible and heterogeneous qualities that make them different than goods to market.
2) The services marketing triangle shows the internal, interactive, and external aspects of marketing services through management, customers, and employees.
3) The expanded 7Ps marketing mix for services includes product, price, place, promotion, people, process, and physical evidence.
4) The gaps model of service quality outlines gaps that can occur between customer expectations and perceptions and a company's understanding, design, and delivery of services.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
An Empirical Analysis Of After Sales Service And Customer SatisfactionLeonard Goudy
This document discusses an empirical study on the after-sales service quality and customer satisfaction of Pakistan's automotive battery manufacturer Atlas Battery. The study uses the SERVQUAL method to measure service quality dimensions and their impact on customer satisfaction. The results show that customer satisfaction increases when service delivery is better and meets expectations. Key factors affecting satisfaction are product quality and social responsibility. Having proper service delivery systems and meeting or exceeding customer expectations on service quality improves customer satisfaction.
The Effects of Customer Expectation and Perceived Service Quality on Customer...Samaan Al-Msallam
ABSTRACT : The effect of the antecedents of satisfaction on customer satisfaction is an issue still under debate in the academic literature. Thus, the primary goal of this article is to analyze the relationship between two of the most important antecedents of customer satisfaction ( namely customer expectation and perceived service quality ) and customer satisfaction . Data were collected through a survey, including samples of 250 customers from the 5 Banks in Damascus, Syria . Spss is used to test the hypotheses. The finding show that customer expectation and perceived service quality have a positive effect on customer satisfaction . Bank managers must know how improvement in service quality influences customer satisfaction and what expectation levels they might consider to increase consumer satisfaction which ultimately retains valued customers. KEYWORDS : Customer Expectation , Perceived Service Quality, Customer Satisfaction.
The Effects of Customer Expectation and Perceived Service Quality on Custome...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
A Research Proposal- The Relationship between Customer SatisfactJiana Daikh
This document presents a research proposal that examines the relationship between customer satisfaction and consumer loyalty. It provides background on the topics of customer satisfaction and consumer loyalty based on prior literature. The purpose of the study is to specifically examine the correlations between consumer satisfaction and consumer loyalty in the financial services industry. A prior study on bank loan services in Kuwait will be used as a reference point. The proposed research will include definitions, instrumentation, sampling, data collection, hypotheses, discussion of results, and references.
Determinants of customer satisfaction in hotel industryAamna Shakeel
This document summarizes a research study that examined determinants of customer satisfaction in the hotel industry of Pakistan. The study investigated the relationship between service quality, service features, and customer satisfaction on future intentions. A survey was administered to customers of major hotels in Pakistan. The results of the study found that improved service quality and superior service features increased customer satisfaction. Additionally, satisfied customers were more likely to return and recommend the hotel in the future. Thus, the study concluded that enhancing service quality and features leads to greater customer satisfaction and future intentions.
Organizational customers’ retention strategies on customer satisfaction case ...Alexander Decker
This document summarizes a research study that examined customer retention strategies at Equity Bank's Thika branch in Kenya. The study found that service quality has a significant impact on customer retention, while demographic factors like age, gender, education, and marital status do not influence retention. Additionally, the bank's stability, reliability, and community involvement also influence customer retention. The document recommends that banks focus on service quality improvements like operating hours, speed of service, responsiveness, and staff communication to boost retention.
Customer satisfaction and brand loyalty in the hotel industrySamaan Al-Msallam
Abstract
Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both
satisfaction constructs with Brand loyalty have mostly been studied separately.
The purpose of this study is to explore the effects of three customer perceptions (brand image , price fairness) on customer satisfaction and Brand
loyalty. A combination of a convenience and judgmental sample survey of 584 guests of three different hotels in Damascus was used to the test the
hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty . Also, the factors of brand image and price
fairness affect Brand loyalty. Customer perception of brand image and price fairness are almost equally to build up the satisfaction . We suggest
that managers should consider price fairness as foundations to build up customer satisfaction , Brand loyalty and, also to improve brand image as an
added on value for customers .
Key words: customer satisfaction, brand loyalty, brand image, price fairness.
The Effects of the Determinants of Customer Satisfaction on Brand LoyaltySamaan Al-Msallam
ABSTRACT:- Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both satisfaction constructs with Brand loyalty have mostly been studied separately. The purpose of this study is to explore the effects of three customer perceptions (perceived quality, brand image, price fairness) on customer satisfaction and Brand loyalty. A combination of a convenience and judgmental sample survey of 584 mobile phone users, from undergraduate students of major universities in Damascus, was used to the test the hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty. Also, the factors of perceived quality , brand image and price fairness affect Brand loyalty. Customer perception of perceived quality, brand image and price fairness are almost equally to build up the satisfaction. We suggest that managers should consider perceived quality and price fairness as foundations to build up customer satisfaction, Brand loyalty and, also to improve brand image as an added on value for customers.
The document discusses customer loyalty and relationship management in the stock broking industry in India. It provides an overview of the evolution of stock broking in India from a broker-driven market to today's customer-centric environment where customers have more choice and control. Maintaining customer loyalty and relationships is now critical for stock brokers' long-term success. The document reviews different dimensions of customer loyalty and relationships that brokers need to consider, such as satisfaction, referrals, switching costs, and varying levels of customers' desire for relationships.
This document discusses measuring customer satisfaction with service quality using the American Customer Satisfaction Index (ACSI) model. It was applied to the Macedonian mobile telecommunications industry to understand how customers perceive service quality and satisfaction with three major providers (T-Mobile, ONE, VIP). A survey was conducted and it was found that overall perceived service quality did not meet customer expectations and satisfaction levels were low. The document reviews factors that influence customer satisfaction and the importance of customer relationship marketing for customer loyalty and retention.
This document summarizes a research paper on the relationship between service quality and customer satisfaction in the Sri Lankan hotel industry. It provides background on Sri Lanka's tourism industry and importance of service quality for hotels. The paper aims to examine the relationship between service quality and customer satisfaction in hotels, and identify major elements of each. A literature review covers definitions of service quality and its dimensions of tangibility, reliability, responsiveness, assurance and empathy. The methodology used quantitative methods including questionnaires and statistical analysis to understand the relationship between service quality and customer satisfaction.
International Journal of Business and Management Invention (IJBMI)inventionjournals
This study aimed to identify the key decision criteria customers consider when choosing a beauty salon. A survey of 482 customers at various salons in Dhaka, Bangladesh was conducted. Factor analysis identified several dimensions of decision criteria, with service quality found to be the most important. Other important criteria included employee competency, brand image, and pricing. The study also found that educational qualifications and monthly expenditures influenced customers' perceptions of decision criteria. Understanding key decision criteria can help salons design service offerings to attract and retain customers.
Marketing Mix and Service Quality Effect on Customer Satisfaction and Loyalty...QUESTJOURNAL
ABSTRACT: This study aims to test and empirical analysis the marketing mix and service quality effect on customer satisfaction and customer loyalty, research was conducted in 26 branches in Sulawesi a population of about 16 212 customers of PT. HadjiKalla in Sulawesi who purchase Toyota cars for 2015 with a sample of 390 customers. The results of the analysis of structural equation modelusing AMOS version 20 provide evidence that marketing mix has a positive and significant effect on customer satisfaction and customer loyalty. Service quality is positive and significant effect on customer satisfaction, but insignificant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Marketing mix and service quality has a significant on customer loyalty as a mediated customer satisfaction. The practical implication of this study provide increased knowledge and understanding of the customer and the company's management in Sulawesi in increasing customer loyalty through marketing mix, service quality and customer satisfaction. Limitations of this study on a sample size using only the customers car brands Toyota and just carried on Sulawesi area that may limit generalizability of the research findings. Originality of this study provide the basis for the development configuration modeling using structural equation model and conceptual models that prove marketing mix and service quality on customer loyalty as a mediated customer satisfaction in previous research done separately. The mediating role of customer satisfaction is proven to increase customer loyalty to the highway.
The document discusses the impact of economic recession on customer loyalty to retail outlets. It provides background on customer loyalty and discusses how the recent recession in Zimbabwe affected consumer preferences, incomes, and unemployment. The objective is to assess how customer loyalty to retail has changed during the recession by exploring customer satisfaction and loyalty patterns. Prior studies found recession decreased loyalty as company performance worsened. The document outlines the research methodology, which will use questionnaires and quantitative analysis to understand how demographic factors like age, gender, and education influence customer loyalty trends during economic downturns.
- The document summarizes a research study that examines the relationships between service quality, brand attachment, and customer loyalty in the hotel industry in Bali.
- The study uses survey data from 100 hotel customers and analyzes the relationships between the variables using PLS analysis.
- The results found that service quality has a significant positive relationship with both brand attachment and customer loyalty. Brand attachment also has a significant positive relationship with customer loyalty. Additionally, brand attachment was found to mediate the relationship between service quality and customer loyalty.
This document summarizes a journal article that examines the relationships between customer satisfaction, loyalty, and profitability at the individual customer level. It presents two hypotheses: H1) Increased customer satisfaction leads to higher customer loyalty, and H2) Increased customer loyalty leads to higher customer profitability. The document provides context on the concepts of customer satisfaction, loyalty, and profitability. It also describes the research design used in the journal article, including collecting data from Norwegian fish exporters and their customers through customer accounts and market surveys.
This document summarizes a study that explores the relationship between service quality, customer orientation in call centers, and customer loyalty to the providing organization. The study examines two call centers - one serving individual insurance customers and one serving business customers of a bank. The study aims to test whether higher perceptions of call center service quality and customer orientation are positively related to greater customer loyalty. A survey was conducted of recent call center customers to measure their perceptions of service quality, customer orientation, and loyalty. The results found positive relationships between both service quality and customer orientation with loyalty. Service quality was also found to partially mediate the relationship between customer orientation and loyalty.
Impact of Gender on Customer Satisfaction for Service Quality: A Case Study o...deshwal852
This study examines the impact of gender on customer satisfaction levels for service quality in hyper stores. A survey was conducted of 70 customers (30 male and 40 female) who shop at hyper stores in South Delhi. The Retail Service Quality Scale was used to measure customer perceptions across 5 dimensions of service quality. Statistical analysis found no significant difference between male and female customers' satisfaction levels across the service quality dimensions. Therefore, the study concludes that gender does not impact customer satisfaction for service quality in hyper stores.
FACTORS AFFECTING THE SERVICES QUALITY AND REPURCHASE INTENTIONIAEME Publication
This study aim is to examine the factors effecting the consumer satisfaction and
repurchase intention. The population is consumer from all 22 branches of One Mart
mini market in Bengkulu Province. Samples are 200 respondents. Data were collected
using a five-point Likert scale. The data analysis tool used is Structural Equation
Model (SEM) using AMOS 22 software. The research shows the following results.
First, service quality does not affect on customer satisfaction. Second, good service
quality affects on customer value. Third, good customer value affect on customer
satisfaction. Fourth, customer satisfaction does not affect on repurchase intention.
Fifth, good customer satisfaction affects on brand choices. Sixth, a good brand choice
affect on consumer repurchase.
This document discusses key concepts in services marketing, including:
1) Services have intangible and heterogeneous qualities that make them different than goods to market.
2) The services marketing triangle shows the internal, interactive, and external aspects of marketing services through management, customers, and employees.
3) The expanded 7Ps marketing mix for services includes product, price, place, promotion, people, process, and physical evidence.
4) The gaps model of service quality outlines gaps that can occur between customer expectations and perceptions and a company's understanding, design, and delivery of services.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
An Empirical Analysis Of After Sales Service And Customer SatisfactionLeonard Goudy
This document discusses an empirical study on the after-sales service quality and customer satisfaction of Pakistan's automotive battery manufacturer Atlas Battery. The study uses the SERVQUAL method to measure service quality dimensions and their impact on customer satisfaction. The results show that customer satisfaction increases when service delivery is better and meets expectations. Key factors affecting satisfaction are product quality and social responsibility. Having proper service delivery systems and meeting or exceeding customer expectations on service quality improves customer satisfaction.
The Effects of Customer Expectation and Perceived Service Quality on Customer...Samaan Al-Msallam
ABSTRACT : The effect of the antecedents of satisfaction on customer satisfaction is an issue still under debate in the academic literature. Thus, the primary goal of this article is to analyze the relationship between two of the most important antecedents of customer satisfaction ( namely customer expectation and perceived service quality ) and customer satisfaction . Data were collected through a survey, including samples of 250 customers from the 5 Banks in Damascus, Syria . Spss is used to test the hypotheses. The finding show that customer expectation and perceived service quality have a positive effect on customer satisfaction . Bank managers must know how improvement in service quality influences customer satisfaction and what expectation levels they might consider to increase consumer satisfaction which ultimately retains valued customers. KEYWORDS : Customer Expectation , Perceived Service Quality, Customer Satisfaction.
The Effects of Customer Expectation and Perceived Service Quality on Custome...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The role of tangibility in service qualityTapan Panda
This document discusses a study comparing the impact of tangibility on customer satisfaction in the hospital and hospitality sectors. It reviews literature on service quality and tangibility. The study uses SERVQUAL and structural equation modeling to measure how physical facilities, tools/equipment, personnel appearance, physical presentation, and other customers influence tangibility and customer satisfaction in both sectors. Survey data from 500 hospital and hotel customers is analyzed. Results show tangibility and reliability significantly influence hospital customer satisfaction, while tangibility, reliability, and assurance influence hotel customer satisfaction. Structural equation modeling confirms the model is a good fit for both sectors.
This document summarizes a research paper that examined predictors of customer loyalty to mobile service providers in South Africa. The research paper investigated the relationships between mobile service quality, customer satisfaction, customer trust, customer intimacy, and customer loyalty using a survey of 151 mobile customers. The results found that mobile service quality positively influences customer satisfaction, and customer satisfaction positively influences customer trust and intimacy. Additionally, customer trust and intimacy were found to positively influence customer loyalty. The research discusses implications for both academics and mobile service provider managers, and suggests areas for future research.
This study examined factors affecting customer loyalty in the banking sector of Punjab, Pakistan. A survey was conducted of 232 customers of public and private banks. The findings showed that customer satisfaction, brand trust, perceived price, and service quality were all positively correlated with customer loyalty. Regression analysis further revealed that these four factors significantly influence customer loyalty, with customer satisfaction having the strongest impact. The results indicate that banks can improve customer loyalty by enhancing customer satisfaction, brand trust, perceived price and service quality.
This document provides an introduction and literature review for a study on the impact of service failures on brand loyalty. The study aims to examine how service failures affect three key variables of brand loyalty: satisfaction, trust, and commitment. It proposes eight hypotheses around the relationships between these variables and brand loyalty in the context of a service failure. The literature review defines brand loyalty and discusses previous research relating satisfaction, trust, and commitment to brand loyalty. It argues that while satisfaction has some initial connection, trust and commitment produce a more durable loyal relationship. The document provides background and rationale for studying how service failures influence these important variables of brand loyalty.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online
Health is a basic need for everyone because every aspect of life is related to health. The number of
hospitals will provide an opportunity for the community to choose the best from the available choices, so
hospitals must always innovate to be able to provide the best quality of service.
THE IMPACT OF EFFECTIVE CUSTOMER RELATIONSHIP MANAGEMENT ON REPURCHASEAyanda Demilade
The document discusses a case study on the impact of effective customer relationship management (CRM) on customer repurchase and loyalty at Transcorp Hilton Hotel in Calabar, Nigeria. A survey found that 46% of respondents were female and most heard about the hotel from advertisements or referrals. 80% were willing to refer the hotel and 90% were satisfied with services. Both individual and corporate clients expressed loyalty through continued patronage. The study concluded that effective CRM leads to increased customer satisfaction, referrals, and long-term financial benefits for hotels through improved customer retention and repurchase.
Examining the Differences in Service Quality Dimensions and their Consequence...iosrjce
IOSR Journal of Business and Management (IOSR-JBM) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
Developing service delivery standards for the hospitality industry in ghanaAlexander Decker
This document summarizes a study on developing service delivery standards for Ghana's hospitality industry. It discusses key concepts like service and service quality. Some of the main challenges facing hotels in Ghana are differences in quality across hotels, cultural factors, economic limitations, and meeting expectations of both local and international tourists. The study examines how factors like staff reliability, competence, cultural influences, and customer expectations impact service quality. It suggests Ghana can improve its hospitality industry by better understanding diverse customer groups and developing standardized quality measures that reflect local conditions.
Effect of Functional Service Quality on Customer Satisfaction and Image and t...inventionjournals
ABSTRACT: This study aim is to investigate the effect of functional service quality on customer satisfaction and corporate image as well as its impact on loyalty intention. The study is conducted on all hotels in Malang City and Batu City. The sample used is the consumer in 11 three-star hotel in Malang City and Batu City with total samples used are312respondents. Data is collected by questionnaire. Data analysis is performed using Structural Equation Model (SEM) with GESCA as analysis tools. Research findings show that Functional Service Quality significant has significant effect on customer satisfaction and corporate image. Functional Service Quality also has significantly effect the loyal intentions. Corporate image significantly affect on customer satisfaction and loyal intentions. Customer satisfaction affect insignificantly on loyal intentions.
Running head CUSTOMER SERVICE1CUSTOMER SERVICE2Cust.docxsusanschei
Running head: CUSTOMER SERVICE
1
CUSTOMER SERVICE
2
Customer Service
LaShanda Lewis
AMU
I. Introduction
Significant changes and advances have been made in customer service research. A lot of researchers have concentrated on defining and measuring customer service, as well as its importance for the sake of isolating it from the marketing mix. It is essential to enhance the establishment of service levels as an overall strategy of marketing. This, in turn, helps in evaluating customer experiences and provides suggestions for future research.
A. Thesis:
Customer service is the backbone of success in significant service organizations and the industry as a whole, and thus, this concept needs to be integrated into organization operations to achieve maximum profitability and customer retention.
II. Body - Paragraph 1:
Topic A.
Factors affecting successful customer service
Supporting Evidence
Satisfactory customer service is dependent on creativity, innovation, and high-quality standards. There are various factors which affect the effectiveness of customer service delivery (Wilson et al., 2012). Organizations can develop standards of performance to meet statistical goals.
Explanation
Poor customer service leads to a disastrous outcome. An organization with perfect customer service thrive as a result of increased efficiency. Negative word of mouth from consumers might lead to deterioration of the organization success.
Why is this important?
This is an essential aspect of consideration primarily due to the level of dynamism and competition in the market. The determination of factors affecting customer service will help organizations come up with strategies to counter competition in the market.
III. Body - Paragraph 2:
Topic B
Relationship between customer service and customer satisfaction
Supporting Evidence
There is a strong relationship between customer satisfaction and customer service. Meeting the needs of a consumer at the end of purchase should be prioritized by all human resource functional units in the organization. The pot purchase stage determines the level of satisfaction of consumers (Brady et al. 2010).
Explanation
Customer satisfaction is measured by the disconfirmation theory, which compares the evil of performance after making use of the product. The level of expectation matters in customer service and quality needs to be enhanced.
Why is this important?
This is important because consumer satisfaction and customer service are highly correlated. Without good customer service, customer satisfaction cannot be achieved, and vice versa.
IV. Body- Paragraph 3
Topic C
How customer service affect customer loyalty
Supporting Evidence
Loyalty is defined as the commitment to the organization and the consumer, which forms profoundly after a consumer can get excellent services and quality products to suit his or her needs. Loyalty encourages repetitive buying, and cannot be realized where there is poor custo ...
Purpose: The main purpose of this study is to propose an empirical conceptual framework to gauge the elements that would affect loyalty of telecommunication consumers of Pakistan.
Design/methodology/approach: This study intends to use the quantitative approach by getting the responses from actual customers of telecommunication industry. The SEM approach will be used via PLS for data analysis.
This document discusses the role of service quality in sustaining customer relationships and experiences. It evaluates critical dimensions of service quality, including customer-employee interaction, outcomes, and service environment. It also examines the linkages between customer relationships, consumer experiences, and service quality. Various theories are applied to understand how service quality impacts relationships and experiences, including SERVQUAL and the gap model. The document argues that focusing on service quality, relationships, and experiences can help businesses leverage social media marketing to create greater customer value in today's marketing environment.
This document discusses customer satisfaction in the context of a public sector bank in Karachi, Pakistan. It provides definitions of customer satisfaction and examines its key components. The author aims to measure customer satisfaction levels at a large public sector bank and identify the effects of various factors like employees, service quality, processes, environment, and location on satisfaction. The research methodology involves measuring the dependent variable of customer satisfaction and examining how it is predicted by independent variables like employees, service quality, and other bank factors.
The Effect Service Quality to Customer Satisfaction and Customer Loyalty of A...IOSR Journals
Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove
how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were
service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of
300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services
Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer
Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a
mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta-
Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving
Customer Loyalty.
Submission Deadline: 30th September 2022
Acceptance Notification: Within Three Days’ time period
Online Publication: Within 24 Hrs. time Period
Expected Date of Dispatch of Printed Journal: 5th October 2022
MODELING AND ANALYSIS OF SURFACE ROUGHNESS AND WHITE LATER THICKNESS IN WIRE-...IAEME Publication
White layer thickness (WLT) formed and surface roughness in wire electric discharge turning (WEDT) of tungsten carbide composite has been made to model through response surface methodology (RSM). A Taguchi’s standard Design of experiments involving five input variables with three levels has been employed to establish a mathematical model between input parameters and responses. Percentage of cobalt content, spindle speed, Pulse on-time, wire feed and pulse off-time were changed during the experimental tests based on the Taguchi’s orthogonal array L27 (3^13). Analysis of variance (ANOVA) revealed that the mathematical models obtained can adequately describe performance within the parameters of the factors considered. There was a good agreement between the experimental and predicted values in this study.
A STUDY ON THE REASONS FOR TRANSGENDER TO BECOME ENTREPRENEURSIAEME Publication
The study explores the reasons for a transgender to become entrepreneurs. In this study transgender entrepreneur was taken as independent variable and reasons to become as dependent variable. Data were collected through a structured questionnaire containing a five point Likert Scale. The study examined the data of 30 transgender entrepreneurs in Salem Municipal Corporation of Tamil Nadu State, India. Simple Random sampling technique was used. Garrett Ranking Technique (Percentile Position, Mean Scores) was used as the analysis for the present study to identify the top 13 stimulus factors for establishment of trans entrepreneurial venture. Economic advancement of a nation is governed upon the upshot of a resolute entrepreneurial doings. The conception of entrepreneurship has stretched and materialized to the socially deflated uncharted sections of transgender community. Presently transgenders have smashed their stereotypes and are making recent headlines of achievements in various fields of our Indian society. The trans-community is gradually being observed in a new light and has been trying to achieve prospective growth in entrepreneurship. The findings of the research revealed that the optimistic changes are taking place to change affirmative societal outlook of the transgender for entrepreneurial ventureship. It also laid emphasis on other transgenders to renovate their traditional living. The paper also highlights that legislators, supervisory body should endorse an impartial canons and reforms in Tamil Nadu Transgender Welfare Board Association.
BROAD UNEXPOSED SKILLS OF TRANSGENDER ENTREPRENEURSIAEME Publication
Since ages gender difference is always a debatable theme whether caused by nature, evolution or environment. The birth of a transgender is dreadful not only for the child but also for their parents. The pain of living in the wrong physique and treated as second class victimized citizen is outrageous and fully harboured with vicious baseless negative scruples. For so long, social exclusion had perpetuated inequality and deprivation experiencing ingrained malign stigma and besieged victims of crime or violence across their life spans. They are pushed into the murky way of life with a source of eternal disgust, bereft sexual potency and perennial fear. Although they are highly visible but very little is known about them. The common public needs to comprehend the ravaged arrogance on these insensitive souls and assist in integrating them into the mainstream by offering equal opportunity, treat with humanity and respect their dignity. Entrepreneurship in the current age is endorsing the gender fairness movement. Unstable careers and economic inadequacy had inclined one of the gender variant people called Transgender to become entrepreneurs. These tiny budding entrepreneurs resulted in economic transition by means of employment, free from the clutches of stereotype jobs, raised standard of living and handful of financial empowerment. Besides all these inhibitions, they were able to witness a platform for skill set development that ignited them to enter into entrepreneurial domain. This paper epitomizes skill sets involved in trans-entrepreneurs of Thoothukudi Municipal Corporation of Tamil Nadu State and is a groundbreaking determination to sightsee various skills incorporated and the impact on entrepreneurship.
DETERMINANTS AFFECTING THE USER'S INTENTION TO USE MOBILE BANKING APPLICATIONSIAEME Publication
The banking and financial services industries are experiencing increased technology penetration. Among them, the banking industry has made technological advancements to better serve the general populace. The economy focused on transforming the banking sector's system into a cashless, paperless, and faceless one. The researcher wants to evaluate the user's intention for utilising a mobile banking application. The study also examines the variables affecting the user's behaviour intention when selecting specific applications for financial transactions. The researcher employed a well-structured questionnaire and a descriptive study methodology to gather the respondents' primary data utilising the snowball sampling technique. The study includes variables like performance expectations, effort expectations, social impact, enabling circumstances, and perceived risk. Each of the aforementioned variables has a major impact on how users utilise mobile banking applications. The outcome will assist the service provider in comprehending the user's history with mobile banking applications.
ANALYSE THE USER PREDILECTION ON GPAY AND PHONEPE FOR DIGITAL TRANSACTIONSIAEME Publication
Technology upgradation in banking sector took the economy to view that payment mode towards online transactions using mobile applications. This system enabled connectivity between banks, Merchant and user in a convenient mode. there are various applications used for online transactions such as Google pay, Paytm, freecharge, mobikiwi, oxygen, phonepe and so on and it also includes mobile banking applications. The study aimed at evaluating the predilection of the user in adopting digital transaction. The study is descriptive in nature. The researcher used random sample techniques to collect the data. The findings reveal that mobile applications differ with the quality of service rendered by Gpay and Phonepe. The researcher suggest the Phonepe application should focus on implementing the application should be user friendly interface and Gpay on motivating the users to feel the importance of request for money and modes of payments in the application.
VOICE BASED ATM FOR VISUALLY IMPAIRED USING ARDUINOIAEME Publication
The prototype of a voice-based ATM for visually impaired using Arduino is to help people who are blind. This uses RFID cards which contain users fingerprint encrypted on it and interacts with the users through voice commands. ATM operates when sensor detects the presence of one person in the cabin. After scanning the RFID card, it will ask to select the mode like –normal or blind. User can select the respective mode through voice input, if blind mode is selected the balance check or cash withdraw can be done through voice input. Normal mode procedure is same as the existing ATM.
IMPACT OF EMOTIONAL INTELLIGENCE ON HUMAN RESOURCE MANAGEMENT PRACTICES AMONG...IAEME Publication
There is increasing acceptability of emotional intelligence as a major factor in personality assessment and effective human resource management. Emotional intelligence as the ability to build capacity, empathize, co-operate, motivate and develop others cannot be divorced from both effective performance and human resource management systems. The human person is crucial in defining organizational leadership and fortunes in terms of challenges and opportunities and walking across both multinational and bilateral relationships. The growing complexity of the business world requires a great deal of self-confidence, integrity, communication, conflict and diversity management to keep the global enterprise within the paths of productivity and sustainability. Using the exploratory research design and 255 participants the result of this original study indicates strong positive correlation between emotional intelligence and effective human resource management. The paper offers suggestions on further studies between emotional intelligence and human capital development and recommends for conflict management as an integral part of effective human resource management.
VISUALISING AGING PARENTS & THEIR CLOSE CARERS LIFE JOURNEY IN AGING ECONOMYIAEME Publication
Our life journey, in general, is closely defined by the way we understand the meaning of why we coexist and deal with its challenges. As we develop the "inspiration economy", we could say that nearly all of the challenges we have faced are opportunities that help us to discover the rest of our journey. In this note paper, we explore how being faced with the opportunity of being a close carer for an aging parent with dementia brought intangible discoveries that changed our insight of the meaning of the rest of our life journey.
A STUDY ON THE IMPACT OF ORGANIZATIONAL CULTURE ON THE EFFECTIVENESS OF PERFO...IAEME Publication
The main objective of this study is to analyze the impact of aspects of Organizational Culture on the Effectiveness of the Performance Management System (PMS) in the Health Care Organization at Thanjavur. Organizational Culture and PMS play a crucial role in present-day organizations in achieving their objectives. PMS needs employees’ cooperation to achieve its intended objectives. Employees' cooperation depends upon the organization’s culture. The present study uses exploratory research to examine the relationship between the Organization's culture and the Effectiveness of the Performance Management System. The study uses a Structured Questionnaire to collect the primary data. For this study, Thirty-six non-clinical employees were selected from twelve randomly selected Health Care organizations at Thanjavur. Thirty-two fully completed questionnaires were received.
Living in 21st century in itself reminds all of us the necessity of police and its administration. As more and more we are entering into the modern society and culture, the more we require the services of the so called ‘Khaki Worthy’ men i.e., the police personnel. Whether we talk of Indian police or the other nation’s police, they all have the same recognition as they have in India. But as already mentioned, their services and requirements are different after the like 26th November, 2008 incidents, where they without saving their own lives has sacrificed themselves without any hitch and without caring about their respective family members and wards. In other words, they are like our heroes and mentors who can guide us from the darkness of fear, militancy, corruption and other dark sides of life and so on. Now the question arises, if Gandhi would have been alive today, what would have been his reaction/opinion to the police and its functioning? Would he have some thing different in his mind now what he had been in his mind before the partition or would he be going to start some Satyagraha in the form of some improvement in the functioning of the police administration? Really these questions or rather night mares can come to any one’s mind, when there is too much confusion is prevailing in our minds, when there is too much corruption in the society and when the polices working is also in the questioning because of one or the other case throughout the India. It is matter of great concern that we have to thing over our administration and our practical approach because the police personals are also like us, they are part and parcel of our society and among one of us, so why we all are pin pointing towards them.
A STUDY ON TALENT MANAGEMENT AND ITS IMPACT ON EMPLOYEE RETENTION IN SELECTED...IAEME Publication
The goal of this study was to see how talent management affected employee retention in the selected IT organizations in Chennai. The fundamental issue was the difficulty to attract, hire, and retain talented personnel who perform well and the gap between supply and demand of talent acquisition and retaining them within the firms. The study's main goals were to determine the impact of talent management on employee retention in IT companies in Chennai, investigate talent management strategies that IT companies could use to improve talent acquisition, performance management, career planning and formulate retention strategies that the IT firms could use. The respondents were given a structured close-ended questionnaire with the 5 Point Likert Scale as part of the study's quantitative research design. The target population consisted of 289 IT professionals. The questionnaires were distributed and collected by the researcher directly. The Statistical Package for Social Sciences (SPSS) was used to collect and analyse the questionnaire responses. Hypotheses that were formulated for the various areas of the study were tested using a variety of statistical tests. The key findings of the study suggested that talent management had an impact on employee retention. The studies also found that there is a clear link between the implementation of talent management and retention measures. Management should provide enough training and development for employees, clarify job responsibilities, provide adequate remuneration packages, and recognise employees for exceptional performance.
ATTRITION IN THE IT INDUSTRY DURING COVID-19 PANDEMIC: LINKING EMOTIONAL INTE...IAEME Publication
Globally, Millions of dollars were spent by the organizations for employing skilled Information Technology (IT) professionals. It is costly to replace unskilled employees with IT professionals possessing technical skills and competencies that aid in interconnecting the business processes. The organization’s employment tactics were forced to alter by globalization along with technological innovations as they consistently diminish to remain lean, outsource to concentrate on core competencies along with restructuring/reallocate personnel to gather efficiency. As other jobs, organizations or professions have become reasonably more appropriate in a shifting employment landscape, the above alterations trigger both involuntary as well as voluntary turnover. The employee view on jobs is also afflicted by the COVID-19 pandemic along with the employee-driven labour market. So, having effective strategies is necessary to tackle the withdrawal rate of employees. By associating Emotional Intelligence (EI) along with Talent Management (TM) in the IT industry, the rise in attrition rate was analyzed in this study. Only 303 respondents were collected out of 350 participants to whom questionnaires were distributed. From the employees of IT organizations located in Bangalore (India), the data were congregated. A simple random sampling methodology was employed to congregate data as of the respondents. Generating the hypothesis along with testing is eventuated. The effect of EI and TM along with regression analysis between TM and EI was analyzed. The outcomes indicated that employee and Organizational Performance (OP) were elevated by effective EI along with TM.
INFLUENCE OF TALENT MANAGEMENT PRACTICES ON ORGANIZATIONAL PERFORMANCE A STUD...IAEME Publication
By implementing talent management strategy, organizations would have the option to retain their skilled professionals while additionally working on their overall performance. It is the course of appropriately utilizing the ideal individuals, setting them up for future top positions, exploring and dealing with their performance, and holding them back from leaving the organization. It is employee performance that determines the success of every organization. The firm quickly obtains an upper hand over its rivals in the event that its employees having particular skills that cannot be duplicated by the competitors. Thus, firms are centred on creating successful talent management practices and processes to deal with the unique human resources. Firms are additionally endeavouring to keep their top/key staff since on the off chance that they leave; the whole store of information leaves the firm's hands. The study's objective was to determine the impact of talent management on organizational performance among the selected IT organizations in Chennai. The study recommends that talent management limitedly affects performance. On the off chance that this talent is appropriately management and implemented properly, organizations might benefit as much as possible from their maintained assets to support development and productivity, both monetarily and non-monetarily.
A STUDY OF VARIOUS TYPES OF LOANS OF SELECTED PUBLIC AND PRIVATE SECTOR BANKS...IAEME Publication
Banking regulations act of India, 1949 defines banking as “acceptance of deposits for the purpose of lending or investment from the public, repayment on demand or otherwise and withdrawable through cheques, drafts order or otherwise”, the major participants of the Indian financial system are commercial banks, the financial institution encompassing term lending institutions. Investments institutions, specialized financial institution and the state level development banks, non banking financial companies (NBFC) and other market intermediaries such has the stock brokers and money lenders are among the oldest of the certain variants of NBFC and the oldest market participants. The asset quality of banks is one of the most important indicators of their financial health. The Indian banking sector has been facing severe problems of increasing Non- Performing Assets (NPAs). The NPAs growth directly and indirectly affects the quality of assets and profitability of banks. It also shows the efficiency of banks credit risk management and the recovery effectiveness. NPA do not generate any income, whereas, the bank is required to make provisions for such as assets that why is a double edge weapon. This paper outlines the concept of quality of bank loans of different types like Housing, Agriculture and MSME loans in state Haryana of selected public and private sector banks. This study is highlighting problems associated with the role of commercial bank in financing Small and Medium Scale Enterprises (SME). The overall objective of the research was to assess the effect of the financing provisions existing for the setting up and operations of MSMEs in the country and to generate recommendations for more robust financing mechanisms for successful operation of the MSMEs, in turn understanding the impact of MSME loans on financial institutions due to NPA. There are many research conducted on the topic of Non- Performing Assets (NPA) Management, concerning particular bank, comparative study of public and private banks etc. In this paper the researcher is considering the aggregate data of selected public sector and private sector banks and attempts to compare the NPA of Housing, Agriculture and MSME loans in state Haryana of public and private sector banks. The tools used in the study are average and Anova test and variance. The findings reveal that NPA is common problem for both public and private sector banks and is associated with all types of loans either that is housing loans, agriculture loans and loans to SMES. NPAs of both public and private sector banks show the increasing trend. In 2010-11 GNPA of public and private sector were at same level it was 2% but after 2010-11 it increased in many fold and at present there is GNPA in some more than 15%. It shows the dark area of Indian banking sector.
EXPERIMENTAL STUDY OF MECHANICAL AND TRIBOLOGICAL RELATION OF NYLON/BaSO4 POL...IAEME Publication
An experiment conducted in this study found that BaSO4 changed Nylon 6's mechanical properties. By changing the weight ratios, BaSO4 was used to make Nylon 6. This Researcher looked into how hard Nylon-6/BaSO4 composites are and how well they wear. Experiments were done based on Taguchi design L9. Nylon-6/BaSO4 composites can be tested for their hardness number using a Rockwell hardness testing apparatus. On Nylon/BaSO4, the wear behavior was measured by a wear monitor, pinon-disc friction by varying reinforcement, sliding speed, and sliding distance, and the microstructure of the crack surfaces was observed by SEM. This study provides significant contributions to ultimate strength by increasing BaSO4 content up to 16% in the composites, and sliding speed contributes 72.45% to the wear rate
ROLE OF SOCIAL ENTREPRENEURSHIP IN RURAL DEVELOPMENT OF INDIA - PROBLEMS AND ...IAEME Publication
The majority of the population in India lives in villages. The village is the back bone of the country. Village or rural industries play an important role in the national economy, particularly in the rural development. Developing the rural economy is one of the key indicators towards a country’s success. Whether it be the need to look after the welfare of the farmers or invest in rural infrastructure, Governments have to ensure that rural development isn’t compromised. The economic development of our country largely depends on the progress of rural areas and the standard of living of rural masses. Village or rural industries play an important role in the national economy, particularly in the rural development. Rural entrepreneurship is based on stimulating local entrepreneurial talent and the subsequent growth of indigenous enterprises. It recognizes opportunity in the rural areas and accelerates a unique blend of resources either inside or outside of agriculture. Rural entrepreneurship brings an economic value to the rural sector by creating new methods of production, new markets, new products and generate employment opportunities thereby ensuring continuous rural development. Social Entrepreneurship has the direct and primary objective of serving the society along with the earning profits. So, social entrepreneurship is different from the economic entrepreneurship as its basic objective is not to earn profits but for providing innovative solutions to meet the society needs which are not taken care by majority of the entrepreneurs as they are in the business for profit making as a sole objective. So, the Social Entrepreneurs have the huge growth potential particularly in the developing countries like India where we have huge societal disparities in terms of the financial positions of the population. Still 22 percent of the Indian population is below the poverty line and also there is disparity among the rural & urban population in terms of families living under BPL. 25.7 percent of the rural population & 13.7 percent of the urban population is under BPL which clearly shows the disparity of the poor people in the rural and urban areas. The need to develop social entrepreneurship in agriculture is dictated by a large number of social problems. Such problems include low living standards, unemployment, and social tension. The reasons that led to the emergence of the practice of social entrepreneurship are the above factors. The research problem lays upon disclosing the importance of role of social entrepreneurship in rural development of India. The paper the tendencies of social entrepreneurship in India, to present successful examples of such business for providing recommendations how to improve situation in rural areas in terms of social entrepreneurship development. Indian government has made some steps towards development of social enterprises, social entrepreneurship, and social in- novation, but a lot remains to be improved.
OPTIMAL RECONFIGURATION OF POWER DISTRIBUTION RADIAL NETWORK USING HYBRID MET...IAEME Publication
Distribution system is a critical link between the electric power distributor and the consumers. Most of the distribution networks commonly used by the electric utility is the radial distribution network. However in this type of network, it has technical issues such as enormous power losses which affect the quality of the supply. Nowadays, the introduction of Distributed Generation (DG) units in the system help improve and support the voltage profile of the network as well as the performance of the system components through power loss mitigation. In this study network reconfiguration was done using two meta-heuristic algorithms Particle Swarm Optimization and Gravitational Search Algorithm (PSO-GSA) to enhance power quality and voltage profile in the system when simultaneously applied with the DG units. Backward/Forward Sweep Method was used in the load flow analysis and simulated using the MATLAB program. Five cases were considered in the Reconfiguration based on the contribution of DG units. The proposed method was tested using IEEE 33 bus system. Based on the results, there was a voltage profile improvement in the system from 0.9038 p.u. to 0.9594 p.u.. The integration of DG in the network also reduced power losses from 210.98 kW to 69.3963 kW. Simulated results are drawn to show the performance of each case.
APPLICATION OF FRUGAL APPROACH FOR PRODUCTIVITY IMPROVEMENT - A CASE STUDY OF...IAEME Publication
Manufacturing industries have witnessed an outburst in productivity. For productivity improvement manufacturing industries are taking various initiatives by using lean tools and techniques. However, in different manufacturing industries, frugal approach is applied in product design and services as a tool for improvement. Frugal approach contributed to prove less is more and seems indirectly contributing to improve productivity. Hence, there is need to understand status of frugal approach application in manufacturing industries. All manufacturing industries are trying hard and putting continuous efforts for competitive existence. For productivity improvements, manufacturing industries are coming up with different effective and efficient solutions in manufacturing processes and operations. To overcome current challenges, manufacturing industries have started using frugal approach in product design and services. For this study, methodology adopted with both primary and secondary sources of data. For primary source interview and observation technique is used and for secondary source review has done based on available literatures in website, printed magazines, manual etc. An attempt has made for understanding application of frugal approach with the study of manufacturing industry project. Manufacturing industry selected for this project study is Mahindra and Mahindra Ltd. This paper will help researcher to find the connections between the two concepts productivity improvement and frugal approach. This paper will help to understand significance of frugal approach for productivity improvement in manufacturing industry. This will also help to understand current scenario of frugal approach in manufacturing industry. In manufacturing industries various process are involved to deliver the final product. In the process of converting input in to output through manufacturing process productivity plays very critical role. Hence this study will help to evolve status of frugal approach in productivity improvement programme. The notion of frugal can be viewed as an approach towards productivity improvement in manufacturing industries.
A MULTIPLE – CHANNEL QUEUING MODELS ON FUZZY ENVIRONMENTIAEME Publication
In this paper, we investigated a queuing model of fuzzy environment-based a multiple channel queuing model (M/M/C) ( /FCFS) and study its performance under realistic conditions. It applies a nonagonal fuzzy number to analyse the relevant performance of a multiple channel queuing model (M/M/C) ( /FCFS). Based on the sub interval average ranking method for nonagonal fuzzy number, we convert fuzzy number to crisp one. Numerical results reveal that the efficiency of this method. Intuitively, the fuzzy environment adapts well to a multiple channel queuing models (M/M/C) ( /FCFS) are very well.
Abhay Bhutada, the Managing Director of Poonawalla Fincorp Limited, is an accomplished leader with over 15 years of experience in commercial and retail lending. A Qualified Chartered Accountant, he has been pivotal in leveraging technology to enhance financial services. Starting his career at Bank of India, he later founded TAB Capital Limited and co-founded Poonawalla Finance Private Limited, emphasizing digital lending. Under his leadership, Poonawalla Fincorp achieved a 'AAA' credit rating, integrating acquisitions and emphasizing corporate governance. Actively involved in industry forums and CSR initiatives, Abhay has been recognized with awards like "Young Entrepreneur of India 2017" and "40 under 40 Most Influential Leader for 2020-21." Personally, he values mindfulness, enjoys gardening, yoga, and sees every day as an opportunity for growth and improvement.
Vicinity Jobs’ data includes more than three million 2023 OJPs and thousands of skills. Most skills appear in less than 0.02% of job postings, so most postings rely on a small subset of commonly used terms, like teamwork.
Laura Adkins-Hackett, Economist, LMIC, and Sukriti Trehan, Data Scientist, LMIC, presented their research exploring trends in the skills listed in OJPs to develop a deeper understanding of in-demand skills. This research project uses pointwise mutual information and other methods to extract more information about common skills from the relationships between skills, occupations and regions.
OJP data from firms like Vicinity Jobs have emerged as a complement to traditional sources of labour demand data, such as the Job Vacancy and Wages Survey (JVWS). Ibrahim Abuallail, PhD Candidate, University of Ottawa, presented research relating to bias in OJPs and a proposed approach to effectively adjust OJP data to complement existing official data (such as from the JVWS) and improve the measurement of labour demand.
Lecture slide titled Fraud Risk Mitigation, Webinar Lecture Delivered at the Society for West African Internal Audit Practitioners (SWAIAP) on Wednesday, November 8, 2023.
2. Elemental Economics - Mineral demand.pdfNeal Brewster
After this second you should be able to: Explain the main determinants of demand for any mineral product, and their relative importance; recognise and explain how demand for any product is likely to change with economic activity; recognise and explain the roles of technology and relative prices in influencing demand; be able to explain the differences between the rates of growth of demand for different products.
STREETONOMICS: Exploring the Uncharted Territories of Informal Markets throug...sameer shah
Delve into the world of STREETONOMICS, where a team of 7 enthusiasts embarks on a journey to understand unorganized markets. By engaging with a coffee street vendor and crafting questionnaires, this project uncovers valuable insights into consumer behavior and market dynamics in informal settings."
1. Elemental Economics - Introduction to mining.pdfNeal Brewster
After this first you should: Understand the nature of mining; have an awareness of the industry’s boundaries, corporate structure and size; appreciation the complex motivations and objectives of the industries’ various participants; know how mineral reserves are defined and estimated, and how they evolve over time.
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Financial Assets: Debit vs Equity Securities.pptxWrito-Finance
financial assets represent claim for future benefit or cash. Financial assets are formed by establishing contracts between participants. These financial assets are used for collection of huge amounts of money for business purposes.
Two major Types: Debt Securities and Equity Securities.
Debt Securities are Also known as fixed-income securities or instruments. The type of assets is formed by establishing contracts between investor and issuer of the asset.
• The first type of Debit securities is BONDS. Bonds are issued by corporations and government (both local and national government).
• The second important type of Debit security is NOTES. Apart from similarities associated with notes and bonds, notes have shorter term maturity.
• The 3rd important type of Debit security is TRESURY BILLS. These securities have short-term ranging from three months, six months, and one year. Issuer of such securities are governments.
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There are no fixed maturity dates in such securities, and asset’s value is determined by company’s performance. There are two major types of equity securities: common stock and preferred stock.
Common Stock: These are simple equity securities and bear no complexities which the preferred stock bears. Holders of such securities or instrument have the voting rights when it comes to select the company’s board of director or the business decisions to be made.
Preferred Stock: Preferred stocks are sometime referred to as hybrid securities, because it contains elements of both debit security and equity security. Preferred stock confers ownership rights to security holder that is why it is equity instrument
<a href="https://www.writofinance.com/equity-securities-features-types-risk/" >Equity securities </a> as a whole is used for capital funding for companies. Companies have multiple expenses to cover. Potential growth of company is required in competitive market. So, these securities are used for capital generation, and then uses it for company’s growth.
Concluding remarks
Both are employed in business. Businesses are often established through debit securities, then what is the need for equity securities. Companies have to cover multiple expenses and expansion of business. They can also use equity instruments for repayment of debits. So, there are multiple uses for securities. As an investor, you need tools for analysis. Investment decisions are made by carefully analyzing the market. For better analysis of the stock market, investors often employ financial analysis of companies.
2. Dr. Bidyut Jyoti Gogoi
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which can lead to the success of the business in the market (Gabbie & O’Neill, 1996).
Delivering a greater value is considered a key factor in the success of a business
(McDougall & Leveque, 2000). There is indeed a strategic link between customer
satisfaction and company performance (Anderson & Fornell, 1994). The simplest
way to discover a customer need is simply to ask what are the services desired by the
customer (Gunderson, Heide, & Olsson, 1996). Offering services that are preferred
by customers is of utmost importance for gaining customer satisfaction. Amin et al
(2013) stressed that for the business to be value-producing entity, the hotel should
give importance to delivering outstanding customer value, especially by providing the
best service, the lowest prices and the best quality. Managing customer satisfaction
helps to attain a higher customer retention rate and boost the company’s profits and
market share (Gilbert & Horsnell, 1998).
Customer satisfaction gives us a measure on how products or services supplied by
a company can meet or surpass a customer’s expectation. Customer satisfaction is
very relevant and important term because it provides marketers and business owners
with a metric which they can use to manage and improve their businesses. It is a
leading indicator of consumer repurchase intentions and loyalty, a point of
differentiation, way to reduce customer churn, increase the customer lifetime value,
increased goodwill and also brand loyalty.
Customer service for a hotel industry maters because it is quite different than
other service providers. It has to deals with the way the staff in the hotel interact with
its customers, ideally leaving them feeling they have been treated as an individual
rather than being part of a process and, genuinely has been taken care of. A satisfied
customer turns out to be a loyal customer.
2. LITERATURE REVIEW
2.1. Dimensions of Service
Poon and Low, (2005) noted that customer satisfaction is generally based on
hospitality of the employees in accommodation, food and beverage, recreation and
entertainment, supplementary services, security and safety, innovation and value
added services, transportation, location, and appearance, as well as on the more basic
concerns of pricing and payment. To differentiate hotel services between good
performance that deserves to get compliments or bad performance by received
complaints, Cadotte and Turgeon (1988) categorized four items into a classification
model that includes criticals, satisfiers, dissatisfiers, and neutrals. Critical attributes
receive compliments for good performance and vice versa. Satisfaction level in room
service, restaurant and breakfast fall within high critical limits in this category.
Satisfaction level at the reception, the friendliness of the employees, the support
facilities in the wellness area are the secondary attributes that impact the customer
satisfaction. Food quality and room quietness fall within this category. Thus, critical
traits at the same time provide opportunities and threats for the management.
Satisfiers refer to the attributes where guests will give compliments for an
extraordinary good performance. Low or average performance will normally not
affect guest dissatisfaction, if it relates only to the maintenance of the hotel lobby or
the amount of food in the restaurant.
Hotel service qualities and physical aspects can have favorable impact on
customer satisfaction (Ekinci, Dawes, & Massey, 2008). It is generally acknowledged
that service quality is antecedent to customer satisfaction (Cronin & Taylor, 1992).
3. Antecedents of Drivers of Satisfaction in Hotel Industry and Its Impact on Customer Loyalty
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According to Anderson & Mittal (2000), it is crucial to identify the dimensions of
customer satisfaction and improve the performance on attributes which are important
to customers. The five dimensions selected for this study by the researcher are
satisfaction in reception, satisfaction in friendliness and service, satisfaction in room
service, satisfaction in restaurant and breakfast and satisfaction in the wellness area.
2.2. Drivers of Customer loyalty
Service quality and pricing are the most important factors in the hospitality sector.
Callan (1996), investigated the role of pricing and service quality in the selection of
hotels. Choi & Chu, 2001; Matzler & Pechlaner, 2001; 2002; Baker & Crompton,
2000; Getty & Thompson, 1994; Kandampully & Suhartanto, 2002; researched on the
effect of service quality and pricing in post-purchase behavior and revisit intentions.
Quality of service and satisfaction are termed as the key drivers of financial
performance in hospitality industry. An experienced customer is likely to be more
concerned with the quality of service and may evaluate the services as “key”
attributes (Robinot & Giannelloni, 2010).
Price perception have a direct influence of on customers purchasing behaviour.
Keaveny (1995) finds out that half of the customers switched because of poor price
perception as compared to the competitors. Varki and Colgate (2001) found out that
price perception directly influences customer satisfaction, the likelihood of switching,
and the likelihood of recommendation to others. Monroe & Krishnan, 1985; Rao &
Monroe, 1989; Zeithaml, 1988, sees price as a cue in evaluating quality of an offer.
Pricing doesn’t matter when buyers are familiar with the product or product category
or when other attributes are present (Rao & Monroe, 1989).
Research in consumer satisfaction shows that price or quality cannot be assessed
in an objective manner. They should be measured from the customers’ point of view,
which is a subjective perception and evaluation. Hence, as shown by research, price
as well as quality is required to be measured as perceived by the customers.
Price and quality influences customer perceived value, customer satisfaction and
customer behaviour. Companies should orient their strategies towards delivering
superior customer value as it is a strong driver of customer satisfaction, retention and
profitability (Woodruff, 1997; Slater, 1997). Bolton & Drew, 1991; Ralston, 2003,
believes price and quality perceptions influence value perceptions. This means that
price perceptions have an important influence on customer value. Fornell et al.
(1996), investigated various industry sectors to find out the impact of price and
perceived quality on overall satisfaction. Findings showed that price played an
important role in all the sectors. It was also found in two of the cases that price was
more important than perceived quality.
Voss, Parasuraman, and Grewal (1998) studied the role of price in service industry
and found that perceived performance has a stronger impact on satisfaction when
there is price performance consistency. Whereas in case of price performance
inconsistency price has a greater impact. Varki and Colgate (2001) insisted that price
perceptions have a stronger influence on value than quality. This shows that price
satisfaction may have a stronger influence on loyalty than service quality satisfaction.
Price is a stronger driver of customer value than quality. Price being an extrinsic cue
can be observed and compared in comparison with quality an intrinsic cue which is
more difficult to evaluate. The researcher in this paper has taken price satisfaction
and service satisfaction as the drivers of customer loyalty. The researcher tries to find
4. Dr. Bidyut Jyoti Gogoi
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the relationship between the dimensions of service quality and the drivers of
Customer Loyalty. The hypotheses developed are as follows.
H1A: Satisfaction in reception, satisfaction in friendliness and service of the staff,
satisfaction in room service, satisfaction in restaurant and breakfast, satisfaction in the
wellness area has a positive impact on price satisfaction.
H2A: Satisfaction in reception, satisfaction in friendliness and service of the staff,
satisfaction in room service, satisfaction in restaurant and breakfast, satisfaction in the
wellness area has a positive impact on service satisfaction.
2.3. Customer Loyalty
Jones and Suh (2000) supports the idea of ‘overall satisfaction'. It was also found that
this ‘overall satisfaction' was relatively stable over time. Research also shows that
loyalty, satisfaction and service quality is closely linked. Presbury et al. (2005) said
hospitality companies such as hotels and cruise lines can use loyalty as a competitive
advantage if they can display distinct levels of superior service over the competition.
Reichheld (1996) found that there is a positive linear relationship between loyalty and
profitability for hospitality companies. Monroe (1990) stated that "Buyers' perception
of value represents a trade-off between the qualities of benefits they perceive in the
product relative to the sacrifice they perceive by paying the price". Williams et al.
(2003) states that the factors that influence guest’s expectations are word of mouth,
personal needs, external communications, and past experiences. These factors alone
of course make it difficult for a hospitality company to fully understand what the
individual guest expectations are. It is particularly difficult to gauge what new guests
expect as one cannot possibly know what the specific expectations are of each first-
time guest (Williams et al., 2003, p. 63).
Empirical studies show a positive customer satisfaction and profitability
relationship (Anderson et al., 1994; Fornell, 1992; Yeung & Ennew, 2000). Customer
satisfaction also increases the shareholders’ value (Anderson et al., 2004; Matzler et
al., 2005).
Prices or values which are important factors influencing and assisting the
development of satisfaction can also measure customer satisfaction (Getty &
Thompson, 1994). The most important challenges facing the service industry is
excellent quality of service and high customer satisfaction. The true measure of a
company’s success in today’s hospitality environment lies in its ability to satisfy
customer’s needs continually and consistently. Customers have consistently demand
more over the value for money in terms of both the price and the quality of
product/service being offered. The researcher in this paper tries to find the
relationship of price satisfaction and service satisfaction on Customer loyalty. The
hypotheses developed are as follows.
H3A: Price satisfaction has an impact on customer loyalty.
H4A: Service satisfaction has an impact on customer loyalty.
For the study the researcher adopted the model developed and by Kurt Matzler,
Birgit Renzl & Sandra Rothenberger, in their paper, ‘Measuring the Relative
Importance of Service Dimensions in the Formation of Price Satisfaction and Service
Satisfaction: A Case Study in the Hotel Industry', Scandinavian Journal of Hospitality
and Tourism. The model under study is as follows.
5. Antecedents of Drivers of Satisfaction in Hotel Industry and Its Impact on Customer Loyalty
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Dimensions of service Drivers of customer loyalty Loyalty
2.4. Objectives
1. To find out the relationship between dimensions of service and drivers of customer
loyalty.
2. To find out the relationship between drivers of customer loyalty and customer loyalty.
3. METHODOLOGY
A primary research was conducted using a structured questionnaire which consisted
of the dimensions of services like satisfaction in reception, satisfaction in friendliness
and service, satisfaction in room service, satisfaction in restaurant and breakfast,
satisfaction in wellness area; the drivers of customer loyalty i.e. price satisfaction and
service satisfaction; and customer loyalty. A descriptive research was undertaken
with a sample size of 672. The respondents were customers who used
accommodation in hotels in Pune area. The sampling method adopted was
nonprobability convenience sampling.
3.1. Variables
Service dimensions: Reception is measured using three statements R1, R2 & R3.
Friendliness and service is measured using three statements F1, F2 & F3. Room
service is measured using five statements RO1, RO2, RO3, RO4 & RO5. Restaurant
and breakfast is measured using five statements RE1, RE2, RE3, RE4 & RE5.
Wellness area is measured using 3 statements W1, W2 & W3. Price satisfaction is
measured by the statement P. Service satisfaction is measured by the statement SE.
Customer loyalty is measured by the statement L. See Appendix for details.
All the variables were measured on a five point Likert’s scale.
3.2. Data Analysis
Out of 672 respondents, 79% were Male and 21% Female. Of the respondents, 5.5%
were in the age group 19 to 30 years, 64% were in the age group 31 to 40 years,
Reception
Friendliness and
Service
Room Service
Restaurant &
Breakfast
Wellness Area
Price
Satisfaction
Service
Satisfaction
Customer
Loyalty
6. Dr. Bidyut Jyoti Gogoi
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17.4% in the age group 41 to 50 years, 9.8% in the age group 51 to 60 years and 3.3%
in the age group above 60 years.
3.3. Factor Analysis
A Preliminary confirmatory factor analysis was done with the five components
(dimensions of service), in which the factor RE5 was found to have dual loadings and
hence the factor was removed. A confirmatory factor analysis was carried out once
again with the five factors under consideration and the analysis is shown as follows.
Table 1
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy. 0.842099
Bartlett's Test of Sphericity
Approx. Chi-Square 5397.435
df 153
Sig. 0.0000
Table 2
Compon
ent Total
% of
Variance
Cumulative
% Total
% of
Variance
Cumulative
% Total
% of
Variance
Cumulative
%
1 5.844 32.466 32.466 5.844 32.466 32.466 3.452 19.18 19.18
2 2.532 14.069 46.536 2.532 14.069 46.536 2.503 13.905 33.085
3 1.616 8.979 55.515 1.616 8.979 55.515 2.251 12.508 45.593
4 1.277 7.093 62.608 1.277 7.093 62.608 2.201 12.227 57.821
5 0.94 5.222 67.83 0.94 5.222 67.83 1.802 10.009 67.83
6 0.818 4.544 72.374
7 0.741 4.114 76.488
8 0.566 3.142 79.63
9 0.539 2.994 82.624
10 0.465 2.582 85.206
11 0.442 2.457 87.663
12 0.424 2.354 90.018
13 0.379 2.104 92.122
14 0.349 1.939 94.061
15 0.335 1.862 95.922
16 0.276 1.531 97.454
17 0.238 1.324 98.777
18 0.22 1.223 100
Extraction Method: Principal Component Analysis.
Total Variance Explained
Extraction Sums of Squared
Loadings
Rotation Sums of Squared
LoadingsInitial Eigenvalues
7. Antecedents of Drivers of Satisfaction in Hotel Industry and Its Impact on Customer Loyalty
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Table 3
From Table 1, the KMO measure of sample adequacy shows a moderately high
value of 0.833 which is good for Factor analysis. The Bartlett’s test of sphericity
shows a significance of 0.0001 which is also a good indicator for Factor analysis.
Both the tests of KMO and Bartlett’s test show positive sign to go ahead with the
Factor analysis.
Table 2. shows that the Factor analysis explains 67.83% of the variance in the
factors under consideration which is good enough for predicting the relationship
amongst the variables in the analysis. Factor1 consists of the variables RO1, RO2,
RO3, RO4, and RO5 with high loadings of 0.738, 0.576, 0.816, 0.852, and 0.795. All
these factors comprise of the parameter Room Service. Factor 2 consists of the
variables RE1 RE2, RE3, RE4 with high factor loadings of 0.709, 0,715, 0.797, and
0.807. All these factors comprise of the parameter Restaurant and Breakfast. Factor
3 consists of the variables R1, R2, R3 with high factor loadings of 0.783, 0.814, and
0.711. All these comprises of the parameter Reception. Factor 4 consists of the
variables W1, W2, W3 with high factor loadings of 0.794, 0.803, and 0.782. All these
comprises of the parameter Wellness. Factor 5 consists of the variables F1, F2, F3
with high factor loadings of 0.686, 0.857, and 0.593. All these comprises of the
parameter Friendliness and Service.
Since all the individual components of the variables fall under the same parameter
component, the scale is validated. We can carry out the other hypotheses tests with
the validated scale.
1 2 3 4 5
R1 0.228 0.226 0.783 0.024 0.143
R2 0.156 0.163 0.814 0.195 0.207
R3 0.206 0.062 0.711 0.338 0.035
F1 0.341 0.058 0.414 -0.077 0.686
F2 0.242 0.155 0.068 0.029 0.857
F3 0.455 0.095 0.137 0.253 0.593
RO1 0.738 0.158 0.212 0.01 0.05
RO2 0.576 0.036 0.163 -0.013 0.153
RO3 0.816 0.009 0.05 0.132 0.179
RO4 0.852 0.061 0.061 0.053 0.116
RO5 0.795 0 0.166 0.079 0.252
RE1 -0.003 0.709 0.229 0.115 0.161
RE2 0.129 0.715 0.254 0.159 0.11
RE3 -0.012 0.797 -0.029 0.044 0.045
RE4 0.132 0.807 0.048 0.15 -0.026
W1 0.124 0.139 0.085 0.794 0.025
W2 0.042 0.083 0.182 0.803 0.016
W3 0.009 0.168 0.101 0.782 0.059
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
a. Rotation converged in 6 iterations.
Rotated Component Matrix(a)
Component
8. Dr. Bidyut Jyoti Gogoi
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3.4. Relationship Testing
Table 4 Correlation test
The Correlation test in table 4 shows:
R, F, RO, RE & W are statistically significant with P (Which proves hypothesis H1A)
R, F, RO, RE & W are statistically significant with SE (Which proves hypothesis
H2A)
P is statistically significant with L (Which proves hypothesis H3A)
SE is statistically significant with L (Which proves hypothesis H4A)
Hence the data analysis validates the proposed model for customer loyalty in
Hospitality Industry.
4. CONCLUSION
There is a positive and significant relationship between the dimensions of service
(Reception, Friendliness and Service, Room Service) and drivers of customer loyalty
(Price Satisfaction and Service Satisfaction). Price satisfaction and service satisfaction
are dependent on the services offered by the frontline employees in receiving the
guests and the reception’s service effectiveness, the politeness and efficiency of the
services of the staff and the efficient room services. Guests have over the past decade
come to expect services of a higher standard and superior value (Presbury et al., 2005,
p. 359). With more discerning and demanding guests it is difficult to over longer
periods of time gauge whether satisfaction is increasing or decreasing compared with
expectations. The hospitality industry as a whole has understood this increase in
expectation and forced an increase in service standards, better amenities and lower
price i.e. higher value, which none has necessarily yielded higher profits (Presbury et
al., 2005, p. 360). Repeat guests in particular are believed to be increasingly
demanding as they become more seasoned travelers.
There is also a positive and significant relationship between drivers of customer
loyalty and customer loyalty. The efficiency level seen at the service dimensions
leads to satisfaction in price and service which often determines the particular hotel
the customers will visit or avoid. This shows that the customer satisfaction is
R F RO RE W P SE L
R Pearson Correlation 1 .493**.417**.421**.390**.491**.750**.550**
Sig. (2-tailed) 0.000 0.000 0.000 0.000 0.000 0.000 0.000
F Pearson Correlation 1 .598**.263**.187**.746**.372**.809**
Sig. (2-tailed) 0.000 0.000 0.000 0.000 0.000 0.000
RO Pearson Correlation 1 .186**.178**.488**.351**.591**
Sig. (2-tailed) 0.000 0.000 0.000 0.000 0.000
RE Pearson Correlation 1 .420**.258**.441**.260**
Sig. (2-tailed) 0.000 0.000 0.000 0.000
W Pearson Correlation 1 .105**.396**.161**
Sig. (2-tailed) 0.007 0.000 0.000
P Pearson Correlation 1 .552**.810**
Sig. (2-tailed) 0.000 0.000
SE Pearson Correlation 1 .537**
Sig. (2-tailed) 0.000
L Pearson Correlation 1
Sig. (2-tailed)
**. Correlation is significant at the 0.01 level (2-tailed).
Correlations
9. Antecedents of Drivers of Satisfaction in Hotel Industry and Its Impact on Customer Loyalty
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dependent on the satisfaction level of the resources in the service dimensions level
which will increase the loyalty of a customer towards a particular hotel.
In conclusion, the research shows that satisfaction in price and service influences
the customer loyalty which in turn influences selection of a hotel. Poor experience
with the service dimensions has an adverse effect on the satisfaction level and the
overall loyalty of the customer. Hospitality companies need to offer a proportionate
price-value proposition which incorporates a superior service. Research has also
showed that the overall satisfaction of customers is associated with a favorable price
tolerance. This indicates that companies with loyal customer base may charge a
premium for the services they offer.
REFERENCES
[1] Amin, M., Yahya, Z., Ismayatim, W. F. A., Nasharuddin, S. Z., & Kassim, E.,
Service quality dimension and customer satisfaction: an empirical study in the
Malaysian hotel industry, Services Marketing Quarterly, 34(2), 2013, pp.115-
125.
[2] Anderson, E. W. & Mittal, V., Strengthening the satisfaction-profit chain,
Journal of Service Research, 3(2), 2000, pp. 107–120.
[3] Anderson, E. W., Fornell, C. & Lehmann, D. R. Customer satisfaction, market
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[4] Anderson, E. W., Fornell, C. & Mazvancheryl, S. K. Customer satisfaction and
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[6] Baker, D. A. & Crompton, J. L. Quality, satisfaction and behavioral intentions,
Annals of Tourism Research, 27(3), 2000, pp. 785–804.
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service quality and value, Journal of Consumer Research, 1991 17March, pp.
375–384.
[8] Cadotte, E. R., & Turgeon, N. Dissatisfiers and satisfiers: suggestions from
consumer complaints and compliments, Journal of consumer satisfaction,
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[9] Callan, R. J. An appraisement of UK business travelers’ perception of important
hotel attributes, Hospitality Research Journal, 19(4), 1996, pp. 119–127.
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APPENDIX
Sl. No. Heading Code Parameters
1 Reception R1 Helpfulness of the staff
R2 Efficiency of the staff
R3 Competency level of the staff
2
Friendliness and
service
F1 Courtesy of the staff
F2 Promptness of the service
F3 Attitude of the staff
3 Room RO1 Size of the room
RO2 Furniture of the room
RO3 Hygiene and cleanliness
RO4 Lighting system
RO5 Ventilation system
4
Restaurant and
Breakfast
RE1 Quality of food
RE2 Staff service
RE3 Hygiene factors
RE4 Promptness of service
RE5 Cuisines available
5 Wellness area W1 Infrastructure of the wellness area
W2 Environment of wellness area
W3 Employee readiness in the wellness area
6 Price satisfaction P Satisfaction with reference to the Hotel prices
7 Service satisfaction SE
Satisfaction level in the overall service of the
Hotel
8 Customer Loyalty L Willingness to visit the Hotel again