Concepedia

Effect of hotel overall service quality on customers’ attitudinal and behavioural loyalty: perspectives from Zimbabwe

Brighton Nyagadza, Gideon Mazuruse, Asphat Muposhi, Farai Chigora

Tourism Critiques Practice and Theory · 2022 · 28 citations · 66 references

Open access

Concepts

ManagementHospitality ManagementMarketingConsumer BehaviorHospitality MarketingHotel ManagementCustomer Experience ManagementCustomer LoyaltyCustomer SatisfactionCustomer Satisfaction ManagementHotel MarketingService QualityHospitality Service QualityHotel Service QualityPerceived Service QualityService Quality PerceptionService Relationship Quality

Abstract

Purpose This study aims to examine the influence of service quality, satisfaction, trust, value and commitment on hotel customers’ attitudinal and behavioural loyalty.

References

66

Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

Claes Fornell, David F. Larcker · Journal of Marketing Research · 1981 · 67.9K citations

Social Sciences, Educational Measurement, Econometrics +15

SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text

Business, Marketing, Marketing Management +12

Estimating Nonresponse Bias in Mail Surveys

J. Scott Armstrong, Terry Overton · Journal of Marketing Research · 1977 · 10K citations

Public Health, Social Psychology, Public Opinion +10

Measuring Service Quality: A Reexamination and Extension

J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 8.9K citations

Business, Marketing, Marketing Management +13

The Behavioral Consequences of Service Quality

Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations

Business, Marketing, Marketing Management +14