Satisfaction, service quality and loyalty in the hospitality industry. The case of an airport Hotel
- Pérez Cabañero, Carmen
- Cervera Taulet, Amparo
- olsthoorn, paul
- López Olivares, Diego (dir. congr.)
Argitaletxea: Tirant lo Blanch
ISBN: 978-84-9876-211-2
Argitalpen urtea: 2009
Orrialdeak: 363-384
Biltzarra: Congreso de Turismo Universidad y Empresa (11. 2008. Castellón de La Plana)
Mota: Biltzar ekarpena
Laburpena
In this paper an attempt is made to examine the degree to which guest satisfaction influences guest loyalty, applied to the case of an airport hotel. The concepts of satisfaction and loyalty are difficult to define, but have become much more important as today's customers are more demanding. In this paper, the concept of satisfaction is defined by means of the confirmation/disconfirmation paradigm. Service quality is also assessed due to its influence on satisfaction. In order to measure loyalty, a post-consumption sca le is used. Results revealed a significant relationship between service quality and satisfaction. However, the degree to which satisfaction influences loyalty is not strong. It seems that other factors not measured in the current research may contribute to the satisfaction-loyalty link.