Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores
This paper analyses the influence of service quality on customer satisfaction and loyalty. Questionnaires were used to retrieve data were used to construct a model of structural equations to test the perception of quality, satisfaction and subsequent loyalty of tourists. The results suggest that...
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| Format: | Article |
| Language: | English |
| Published: |
University of Algarve, ESGHT/CINTURS
2014-01-01
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| Series: | Tourism & Management Studies |
| Subjects: | |
| Online Access: | https://tmstudies.net/index.php/ectms/article/view/642/1178 |
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| _version_ | 1832570251460476928 |
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| author | Maria da Graça Batista João Pedro Couto Diana Botelho Cláudia Faias |
| author_facet | Maria da Graça Batista João Pedro Couto Diana Botelho Cláudia Faias |
| author_sort | Maria da Graça Batista |
| collection | DOAJ |
| description | This paper analyses the influence of service quality on customer
satisfaction and loyalty. Questionnaires were used to retrieve data were
used to construct a model of structural equations to test the perception
of quality, satisfaction and subsequent loyalty of tourists. The results
suggest that the main influential variables of satisfaction were the
quality of service offered and how management dealt with complaints.
The factors that contributed most to tourist loyalty were affective
commitment, satisfaction, price, complaint management and the image
of the hotel itself. The findings highlight factors that can be used as
indicators of how managers can generate added value for their
customers. |
| format | Article |
| id | doaj-art-0ed63b004b0947e295fc000173353f86 |
| institution | Kabale University |
| issn | 2182-8466 |
| language | English |
| publishDate | 2014-01-01 |
| publisher | University of Algarve, ESGHT/CINTURS |
| record_format | Article |
| series | Tourism & Management Studies |
| spelling | doaj-art-0ed63b004b0947e295fc000173353f862025-02-02T15:53:49ZengUniversity of Algarve, ESGHT/CINTURSTourism & Management Studies2182-84662014-01-011011623Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, AzoresMaria da Graça Batista0João Pedro Couto1Diana Botelho2Cláudia Faias3University of Azores, Economics and Management Department, Centro de Estudos de Economia Aplicada do Atlântico (CEEAplA), Rua da Mãe de Deus 9501-801 Ponta Delgada, Açores, PortugalUniversity of Azores, Economics and Management Department, Centro de Estudos de Economia Aplicada do Atlântico (CEEAplA), Rua da Mãe de Deus 9501-801 Ponta Delgada, Açores, PortugalUniversity of Azores, Economics and Management Department, 9501-801 Ponta Delgada, Açores, PortugalUniversity of Azores, Economics and Management Department, 9501-801 Ponta Delgada, Açores, PortugalThis paper analyses the influence of service quality on customer satisfaction and loyalty. Questionnaires were used to retrieve data were used to construct a model of structural equations to test the perception of quality, satisfaction and subsequent loyalty of tourists. The results suggest that the main influential variables of satisfaction were the quality of service offered and how management dealt with complaints. The factors that contributed most to tourist loyalty were affective commitment, satisfaction, price, complaint management and the image of the hotel itself. The findings highlight factors that can be used as indicators of how managers can generate added value for their customers.https://tmstudies.net/index.php/ectms/article/view/642/1178customer satisfactioncustomer loyaltyservice quality |
| spellingShingle | Maria da Graça Batista João Pedro Couto Diana Botelho Cláudia Faias Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores Tourism & Management Studies customer satisfaction customer loyalty service quality |
| title | Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores |
| title_full | Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores |
| title_fullStr | Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores |
| title_full_unstemmed | Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores |
| title_short | Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores |
| title_sort | tourist satisfaction and loyalty in the hotel business an application to the island of sao miguel azores |
| topic | customer satisfaction customer loyalty service quality |
| url | https://tmstudies.net/index.php/ectms/article/view/642/1178 |
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