The relationship between service quality, customer satisfaction and behavioural intentions
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Abstract
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DOI: https://doi.org/10.20867/thm.25.1.9
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References listed on IDEAS
- Suzana Marković & Sanja Raspor Janković, 2013. "Exploring the relationship between service quality and customer satisfaction in Croatian hotel industry," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 19(2), pages 149-164, December.
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Cited by:
- Nilashi, Mehrbakhsh & Abumalloh, Rabab Ali & Minaei-Bidgoli, Behrouz & Abdu Zogaan, Waleed & Alhargan, Ashwaq & Mohd, Saidatulakmal & Syed Azhar, Sharifah Nurlaili Farhana & Asadi, Shahla & Samad, Sar, 2022. "Revealing travellers’ satisfaction during COVID-19 outbreak: Moderating role of service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
- Perić Goran & Dramićanin Sandra & Sekulić Dejan, 2022. "Protective Measures Against COVID-19 and their Impact on Guest Satisfaction and Behaviour Intentions: The Case of the Hotel Industry of Serbia," Economic Themes, Sciendo, vol. 60(4), pages 533-549, December.
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More about this item
Keywords
Service quality; customer satisfaction; behavioural intentions; regression analysis; Malaysia Journal: Tourism and Hospitality Management;All these keywords.
JEL classification:
- L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism
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