Journal of Hotel and Business Management
Open Access
ISSN: 2169-0286
+44 1478 350008
ISSN: 2169-0286
+44 1478 350008
Ahmad Y. A. Ayassrah
Jordan
Research Article
Investigation of Factors Influencing Customer Loyalty in Malaysia and Jordan Hotel Industry
Author(s): Ghaith Abdulraheem Ali Alsheikh, Mutia Sobihah Binti Abd Halim, Ahmad Y. A. Ayassrah, Enas Ali Theeb Alnawafleh and Abdul Malek Bin A TambiGhaith Abdulraheem Ali Alsheikh, Mutia Sobihah Binti Abd Halim, Ahmad Y. A. Ayassrah, Enas Ali Theeb Alnawafleh and Abdul Malek Bin A Tambi
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. However, the empirical results showed partial mediation effects on the relationship between b.. View More»
DOI:
10.4172/2169-0286.1000181