The relationship between hotel image, customer satisfaction and customer loyalty: a case study in Labuan, Malaysia
The primary objective of this study is to examine the relationships between hotel image, customer satisfaction and loyalty of the selected hotels in Labuan. The study also examines the mediating effect of customer satisfaction on the relationship between hotel image and customer loyalty. Data from 2...
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
2012
|
| Subjects: | |
| Online Access: | https://eprints.ums.edu.my/id/eprint/18677/1/The%20Relationship%20between%20Hotel%20Image.pdf |
| _version_ | 1825713264609198080 |
|---|---|
| author | Stephen L. Sondoh Jr Geoffrey H. Tanakinjal Yapp, Emily, Hon Tshin Judy Jolonius |
| author_facet | Stephen L. Sondoh Jr Geoffrey H. Tanakinjal Yapp, Emily, Hon Tshin Judy Jolonius |
| author_sort | Stephen L. Sondoh Jr |
| collection | UMS |
| description | The primary objective of this study is to examine the relationships between hotel image, customer satisfaction and loyalty of the selected hotels in Labuan. The study also examines the mediating effect of customer satisfaction on the relationship between hotel image and customer loyalty. Data from 210 hotel’s customers were used for the statistical analysis. The multiple regression analysis results show that all of the dimensions of hotel image attributes have a significant effect on customer satisfaction. However, only one dimension of hotel image i.e. contact personal was found to have no significant influence on customer loyalty. The results also indicate that customer satisfaction does influence customer loyalty. The results from hierarchical regression show that customer satisfaction does mediate the relationship between hotel image attributes and customer loyalty. Managerial implication, limitations of the study and recommendations for future researchers are also included in the study. |
| first_indexed | 2024-03-06T02:53:51Z |
| format | Article |
| id | ums.eprints-18677 |
| institution | Universiti Malaysia Sabah |
| language | English |
| last_indexed | 2024-03-06T02:53:51Z |
| publishDate | 2012 |
| record_format | dspace |
| spelling | ums.eprints-186772018-02-09T07:14:45Z https://eprints.ums.edu.my/id/eprint/18677/ The relationship between hotel image, customer satisfaction and customer loyalty: a case study in Labuan, Malaysia Stephen L. Sondoh Jr Geoffrey H. Tanakinjal Yapp, Emily, Hon Tshin Judy Jolonius HF Commerce The primary objective of this study is to examine the relationships between hotel image, customer satisfaction and loyalty of the selected hotels in Labuan. The study also examines the mediating effect of customer satisfaction on the relationship between hotel image and customer loyalty. Data from 210 hotel’s customers were used for the statistical analysis. The multiple regression analysis results show that all of the dimensions of hotel image attributes have a significant effect on customer satisfaction. However, only one dimension of hotel image i.e. contact personal was found to have no significant influence on customer loyalty. The results also indicate that customer satisfaction does influence customer loyalty. The results from hierarchical regression show that customer satisfaction does mediate the relationship between hotel image attributes and customer loyalty. Managerial implication, limitations of the study and recommendations for future researchers are also included in the study. 2012 Article PeerReviewed text en https://eprints.ums.edu.my/id/eprint/18677/1/The%20Relationship%20between%20Hotel%20Image.pdf Stephen L. Sondoh Jr and Geoffrey H. Tanakinjal and Yapp, Emily, Hon Tshin and Judy Jolonius (2012) The relationship between hotel image, customer satisfaction and customer loyalty: a case study in Labuan, Malaysia. International Journal of Arts and Commerce, 1 (3). pp. 1-18. |
| spellingShingle | HF Commerce Stephen L. Sondoh Jr Geoffrey H. Tanakinjal Yapp, Emily, Hon Tshin Judy Jolonius The relationship between hotel image, customer satisfaction and customer loyalty: a case study in Labuan, Malaysia |
| title | The relationship between hotel image, customer satisfaction and customer loyalty: a case study in Labuan, Malaysia |
| title_full | The relationship between hotel image, customer satisfaction and customer loyalty: a case study in Labuan, Malaysia |
| title_fullStr | The relationship between hotel image, customer satisfaction and customer loyalty: a case study in Labuan, Malaysia |
| title_full_unstemmed | The relationship between hotel image, customer satisfaction and customer loyalty: a case study in Labuan, Malaysia |
| title_short | The relationship between hotel image, customer satisfaction and customer loyalty: a case study in Labuan, Malaysia |
| title_sort | relationship between hotel image customer satisfaction and customer loyalty a case study in labuan malaysia |
| topic | HF Commerce |
| url | https://eprints.ums.edu.my/id/eprint/18677/1/The%20Relationship%20between%20Hotel%20Image.pdf |
| work_keys_str_mv | AT stephenlsondohjr therelationshipbetweenhotelimagecustomersatisfactionandcustomerloyaltyacasestudyinlabuanmalaysia AT geoffreyhtanakinjal therelationshipbetweenhotelimagecustomersatisfactionandcustomerloyaltyacasestudyinlabuanmalaysia AT yappemilyhontshin therelationshipbetweenhotelimagecustomersatisfactionandcustomerloyaltyacasestudyinlabuanmalaysia AT judyjolonius therelationshipbetweenhotelimagecustomersatisfactionandcustomerloyaltyacasestudyinlabuanmalaysia AT stephenlsondohjr relationshipbetweenhotelimagecustomersatisfactionandcustomerloyaltyacasestudyinlabuanmalaysia AT geoffreyhtanakinjal relationshipbetweenhotelimagecustomersatisfactionandcustomerloyaltyacasestudyinlabuanmalaysia AT yappemilyhontshin relationshipbetweenhotelimagecustomersatisfactionandcustomerloyaltyacasestudyinlabuanmalaysia AT judyjolonius relationshipbetweenhotelimagecustomersatisfactionandcustomerloyaltyacasestudyinlabuanmalaysia |