The relationship between customer loyalty and customer satisfaction

The relationship between customer loyalty and customer satisfaction Develops and implements a method for hotels to identify attributes that will increase customer loyalty. Other hotels can replicate the methodology used in this study. The study makes the uses of the hotel’s database to draw samples for both focus groups and a mail survey. Based on 564 completed surveys from hotel guests, the authors found the relationship between customer satisfaction and customer loyalty was non‐linear. The authors use the data to develop internal benchmarks for the hotel based on scores that were representative of loyal customers. The study makes use of the hotel’s database to draw samples for both focus groups and a mail survey. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Contemporary Hospitality Management Emerald Publishing

The relationship between customer loyalty and customer satisfaction

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Publisher
Emerald Publishing
Copyright
Copyright © 2001 MCB UP Ltd. All rights reserved.
ISSN
0959-6119
DOI
10.1108/09596110110395893
Publisher site
See Article on Publisher Site

Abstract

Develops and implements a method for hotels to identify attributes that will increase customer loyalty. Other hotels can replicate the methodology used in this study. The study makes the uses of the hotel’s database to draw samples for both focus groups and a mail survey. Based on 564 completed surveys from hotel guests, the authors found the relationship between customer satisfaction and customer loyalty was non‐linear. The authors use the data to develop internal benchmarks for the hotel based on scores that were representative of loyal customers. The study makes use of the hotel’s database to draw samples for both focus groups and a mail survey.

Journal

International Journal of Contemporary Hospitality ManagementEmerald Publishing

Published: Sep 1, 2001

Keywords: Customer loyalty; Customer satisfaction; Database marketing; Hotels

References

  • Benchmarking quality goals in service systems
    Chen, W.H.
  • Why it is customer loyalty that counts (and how to measure it)
    Gould, G.
  • Increasing brand loyalty in the hospitality industry
    TePeci, M.

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