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Service quality, image and loyalty towards Malaysian hotels

Author

Listed:
  • Tat-Huei Cham
  • Yalini Easvaralingam

Abstract

The rapid growth of the hotel industry in the first decade of the 21st century forced hotel operators to critically acknowledge the importance of service improvement in order to gain competitive advantage. Therefore, identifying the factors that influence the quality of services of hotels is critical for the success of the hotels. Corporate image and customer loyalty should also be emphasised to ensure the sustainability of the hotels in this competitive industry. Hence, this study is conducted to discover the factors influencing perceived service quality of Malaysian hotels, as well as exploring the relationship between perceived service quality with customer loyalty and corporate image. Additionally, this study is one of the few studies on quality certification related to the demand perspective and also on the mediating role of image on the relationship between service quality and loyalty in the hotel industry.

Suggested Citation

  • Tat-Huei Cham & Yalini Easvaralingam, 2012. "Service quality, image and loyalty towards Malaysian hotels," International Journal of Services, Economics and Management, Inderscience Enterprises Ltd, vol. 4(4), pages 267-281.
    • Handle: RePEc:ids:injsem:v:4:y:2012:i:4:p:267-281
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    Citations

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    Cited by:

    1. Marc Oliveras-Villanueva & Josep Llach & Jordi Perramon, 2020. "Service Quality in Hospitality and the Sustainability Effect: Systematic Literature Review and Future Research Agenda," Sustainability, MDPI, vol. 12(19), pages 1-16, October.
    2. Wang, Siqi & Cheah, Jun-Hwa & Lim, Xin-Jean & Leong, Yee Choy & Choo, Wei Chong, 2022. "Thanks COVID-19, I'll reconsider my purchase: Can fear appeal reduce online shopping cart abandonment?," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    3. Choi-Meng Leong & Alexa Min-Wei Loi & Steve Woon, 2022. "The influence of social media eWOM information on purchase intention," Journal of Marketing Analytics, Palgrave Macmillan, vol. 10(2), pages 145-157, June.
    4. Yanyan Zhang & Tat-Huei Cham & Chuen Khee Pek & Choi-Meng Leong, 2024. "Is face and information availability important in green purchasing among young consumers?," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-14, December.

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