Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry

The ever increasing establishment of various star hotels in Malaysia and Jordan has leverage the choice options of guests and tourist in these countries. While the guests were been offered multiple choices, the management of hotels are staggering to keep their existing guests and attract new ones th...

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Format:	Thesis
Language:	English
Subjects:	Customer loyalty Consumer satisfaction Hotel management Hotels > Malaysia Hotels > Jordan
Online Access:	http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/78791/1/Page%201-24.pdf http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/78791/2/Full%20text.pdf http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/78791/3/Ghaith%20Abdulraheem.pdf
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id	my-unimap-78791
record_format	uketd_dc
spelling	my-unimap-787912023-05-23T04:40:17Z Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry Mohd Zukime, Mat Junoh, Dr. The ever increasing establishment of various star hotels in Malaysia and Jordan has leverage the choice options of guests and tourist in these countries. While the guests were been offered multiple choices, the management of hotels are staggering to keep their existing guests and attract new ones through service provision to mitigate effects of competition. This study aims to proffer solutions to customer loyalty challenges at these destinations by proposing and validating customer loyalty model using relationship marketing and social exchange theory. Based on the underpinning theories, this study analyzed the direct and indirect influence of brand image, trust, convenience and emotion on customer loyalty of five star hotels in Malaysia and Jordan. Further, the mediating effect of customer satisfaction on the relationship between exogenous latent variables and endogenous latent variable was investigated. A total of 384 and 371customers respectively of three famous hotels under the management of Starwood were sampled using convenience sampling method for data analysis from Malaysia and Jordan. SPSS version 21.0 software was used for the analysis. The results of empirical analysis supported all the hypothesized relationships. In Malaysia, customers considered brand image and convenience as the most significant influencer of customer loyalty. While Jordanian 5 star hotels customers considered emotion, brand image and convenience as the most significant factors of customer loyalty. However, the empirical results showed partial mediation effects on the relationship between brand image, trust, convenience, emotion and customer loyalty in respect of Malaysian hotel customers. In Jordan hotels, satisfaction does not mediate the relationship between trust and customer loyalty but partially mediate between emotion, brand image, convenience and customer loyalty. In summary, the findings of this study will narrow the perception of the top echelon of these hotels on the actual factors to focus in order to earn loyalty of their valued customers. This study also contributed to frontier of knowledge by integrating the variables of relationship marketing from the perspectives of two developing countries. The study made useful recommendations that will benefit hotel industry generally and suggest direction for further research. Universiti Malaysia Perlis (UniMAP) Thesis en http://dspace.unimap.edu.my:80/xmlui/handle/123456789/78791 http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/78791/4/license.txt 8a4605be74aa9ea9d79846c1fba20a33 http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/78791/1/Page%201-24.pdf 88ff9473ee61b9c83f433f9b3184e4f0 http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/78791/2/Full%20text.pdf 3f7c876b25cb9ec2404714103cd0aeea http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/78791/3/Ghaith%20Abdulraheem.pdf d7c99b4d25c8de7268bab8b65c07b9fb Universiti Malaysia Perlis (UniMAP) Customer loyalty Consumer satisfaction Hotel management Hotels -- Malaysia Hotels -- Jordan School of Business Innovation and Technopreneurship
institution	Universiti Malaysia Perlis
collection	UniMAP Institutional Repository
language	English
advisor	Mohd Zukime, Mat Junoh, Dr.
topic	Customer loyalty Consumer satisfaction Hotel management Hotels -- Malaysia Hotels -- Jordan
spellingShingle	Customer loyalty Consumer satisfaction Hotel management Hotels -- Malaysia Hotels -- Jordan Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry
description	The ever increasing establishment of various star hotels in Malaysia and Jordan has leverage the choice options of guests and tourist in these countries. While the guests were been offered multiple choices, the management of hotels are staggering to keep their existing guests and attract new ones through service provision to mitigate effects of competition. This study aims to proffer solutions to customer loyalty challenges at these destinations by proposing and validating customer loyalty model using relationship marketing and social exchange theory. Based on the underpinning theories, this study analyzed the direct and indirect influence of brand image, trust, convenience and emotion on customer loyalty of five star hotels in Malaysia and Jordan. Further, the mediating effect of customer satisfaction on the relationship between exogenous latent variables and endogenous latent variable was investigated. A total of 384 and 371customers respectively of three famous hotels under the management of Starwood were sampled using convenience sampling method for data analysis from Malaysia and Jordan. SPSS version 21.0 software was used for the analysis. The results of empirical analysis supported all the hypothesized relationships. In Malaysia, customers considered brand image and convenience as the most significant influencer of customer loyalty. While Jordanian 5 star hotels customers considered emotion, brand image and convenience as the most significant factors of customer loyalty. However, the empirical results showed partial mediation effects on the relationship between brand image, trust, convenience, emotion and customer loyalty in respect of Malaysian hotel customers. In Jordan hotels, satisfaction does not mediate the relationship between trust and customer loyalty but partially mediate between emotion, brand image, convenience and customer loyalty. In summary, the findings of this study will narrow the perception of the top echelon of these hotels on the actual factors to focus in order to earn loyalty of their valued customers. This study also contributed to frontier of knowledge by integrating the variables of relationship marketing from the perspectives of two developing countries. The study made useful recommendations that will benefit hotel industry generally and suggest direction for further research.
format	Thesis
title	Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry
title_short	Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry
title_full	Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry
title_fullStr	Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry
title_full_unstemmed	Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry
title_sort	investigation of factors influencing customer loyalty in malaysia and jordan hotel industry
granting_institution	Universiti Malaysia Perlis (UniMAP)
granting_department	School of Business Innovation and Technopreneurship
url	http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/78791/1/Page%201-24.pdf http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/78791/2/Full%20text.pdf http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/78791/3/Ghaith%20Abdulraheem.pdf
_version_	1776104289464221696

Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry

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