The influence of relationship quality and switching costs on customer loyalty in the Malaysian hotel industry
The intense competition among hotels in Malaysia means that there is a larger demand for service outsourcing. Hotels are now exposed to a wider choice of service providers that are willing to provide services.As a result, hotel managements are more inclined to switch to other service providers if th...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Elsevier Ltd.
2012
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| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/21260/1/P-SBS%2062%202012%201023%201027.pdf |
| _version_ | 1825804525826473984 |
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| author | Abdul Rahman, Maria Kamarulzaman, Yusniza |
| author_facet | Abdul Rahman, Maria Kamarulzaman, Yusniza |
| author_sort | Abdul Rahman, Maria |
| collection | UUM |
| description | The intense competition among hotels in Malaysia means that there is a larger demand for service outsourcing. Hotels are now exposed to a wider choice of service providers that are willing to provide services.As a result, hotel managements are more inclined to switch to other service providers if the current service providers are unsatisfactory.This paper aims to investigate the effect of relationship quality and switching costs on business customer loyalty from the customers’ perspective in the context of hotel service outsourcing.This study is important considering the economic advantages of retaining current customers as opposed to searching for new customers.Partial Least Squares was adopted as the data analysis methodology.Results of the study show that relationship quality positively and significantly influences customer loyalty. However, switching costs does not influence customer loyalty. |
| first_indexed | 2024-07-04T06:16:56Z |
| format | Article |
| id | uum-21260 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:16:56Z |
| publishDate | 2012 |
| publisher | Elsevier Ltd. |
| record_format | eprints |
| spelling | uum-212602017-03-02T01:44:35Z https://repo.uum.edu.my/id/eprint/21260/ The influence of relationship quality and switching costs on customer loyalty in the Malaysian hotel industry Abdul Rahman, Maria Kamarulzaman, Yusniza HD28 Management. Industrial Management The intense competition among hotels in Malaysia means that there is a larger demand for service outsourcing. Hotels are now exposed to a wider choice of service providers that are willing to provide services.As a result, hotel managements are more inclined to switch to other service providers if the current service providers are unsatisfactory.This paper aims to investigate the effect of relationship quality and switching costs on business customer loyalty from the customers’ perspective in the context of hotel service outsourcing.This study is important considering the economic advantages of retaining current customers as opposed to searching for new customers.Partial Least Squares was adopted as the data analysis methodology.Results of the study show that relationship quality positively and significantly influences customer loyalty. However, switching costs does not influence customer loyalty. Elsevier Ltd. 2012 Article PeerReviewed application/pdf en cc4_by https://repo.uum.edu.my/id/eprint/21260/1/P-SBS%2062%202012%201023%201027.pdf Abdul Rahman, Maria and Kamarulzaman, Yusniza (2012) The influence of relationship quality and switching costs on customer loyalty in the Malaysian hotel industry. Procedia - Social and Behavioral Sciences, 62. pp. 1023-1027. ISSN 1877-0428 http://doi.org/10.1016/j.sbspro.2012.09.174 doi:10.1016/j.sbspro.2012.09.174 doi:10.1016/j.sbspro.2012.09.174 |
| spellingShingle | HD28 Management. Industrial Management Abdul Rahman, Maria Kamarulzaman, Yusniza The influence of relationship quality and switching costs on customer loyalty in the Malaysian hotel industry |
| title | The influence of relationship quality and switching costs on customer loyalty in the Malaysian hotel industry |
| title_full | The influence of relationship quality and switching costs on customer loyalty in the Malaysian hotel industry |
| title_fullStr | The influence of relationship quality and switching costs on customer loyalty in the Malaysian hotel industry |
| title_full_unstemmed | The influence of relationship quality and switching costs on customer loyalty in the Malaysian hotel industry |
| title_short | The influence of relationship quality and switching costs on customer loyalty in the Malaysian hotel industry |
| title_sort | influence of relationship quality and switching costs on customer loyalty in the malaysian hotel industry |
| topic | HD28 Management. Industrial Management |
| url | https://repo.uum.edu.my/id/eprint/21260/1/P-SBS%2062%202012%201023%201027.pdf |
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