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

Master of Science in Management

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Bibliographic Details
Main Author:	Ghaith Abdulraheem Ali, Alsheikh
Other Authors:	Mohd Zukime, Mat Junoh, Dr.
Format:	Thesis
Language:	English
Published:	Universiti Malaysia Perlis (UniMAP) 2017
Subjects:	Customer loyalty Consumer satisfaction Hotel management Hotels > Malaysia Hotels > Jordan
Online Access:	http://dspace.unimap.edu.my:80/xmlui/handle/123456789/78791
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Institution:	Universiti Malaysia Perlis
Language:	English

id	my.unimap-78791
record_format	dspace
spelling	my.unimap-787912023-05-23T04:40:17Z Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry Ghaith Abdulraheem Ali, Alsheikh Mohd Zukime, Mat Junoh, Dr. Customer loyalty Consumer satisfaction Hotel management Hotels -- Malaysia Hotels -- Jordan Master of Science in Management 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. 2017 2023-05-23T04:40:17Z 2023-05-23T04:40:17Z Thesis http://dspace.unimap.edu.my:80/xmlui/handle/123456789/78791 en Universiti Malaysia Perlis (UniMAP) Universiti Malaysia Perlis (UniMAP) School of Business Innovation and Technopreneurship
institution	Universiti Malaysia Perlis
building	UniMAP Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Malaysia Perlis
content_source	UniMAP Library Digital Repository
url_provider	http://dspace.unimap.edu.my/
language	English
topic	Customer loyalty Consumer satisfaction Hotel management Hotels -- Malaysia Hotels -- Jordan
spellingShingle	Customer loyalty Consumer satisfaction Hotel management Hotels -- Malaysia Hotels -- Jordan Ghaith Abdulraheem Ali, Alsheikh Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry
description	Master of Science in Management
author2	Mohd Zukime, Mat Junoh, Dr.
author_facet	Mohd Zukime, Mat Junoh, Dr. Ghaith Abdulraheem Ali, Alsheikh
format	Thesis
author	Ghaith Abdulraheem Ali, Alsheikh
author_sort	Ghaith Abdulraheem Ali, Alsheikh
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
publisher	Universiti Malaysia Perlis (UniMAP)
publishDate	2017
url	http://dspace.unimap.edu.my:80/xmlui/handle/123456789/78791
_version_	1772813212094300160

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

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