Determines of customer loyalty in hotel industry at Port Dickson

Shawalrudin, Nur Syuhada (2018) Determines of customer loyalty in hotel industry at Port Dickson. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

Customers are becoming progressively significant in the exists of most organizations as competition growths. Therefore,many businesses begin to determine factor of customer loyalty.Customer loyalty defined as the obligation to repurchase the same brand product or services constantly in the upcoming without affected by situation that could cause switching performance.Several readings lead over the years established that there is a direct connection between corporate reputation and customer loyalty and least conducted based on hotel industry.In addition,generous researches have been leading on customer loyalty yet concepts and definitions of customer loyalty vary from one another.This study examined on the connection of customer perceived value, online purchase,care and corporate images towards customer’s loyalty in hotel industry.Hotel industry is important to surge economy growth,and also important for nation development.Due that they have a lot of people study about the development of hotel industry including the customer loyalty.Hotel visitor loyalty is of the greatest significance given the competitive nature of the accommodation sector.The increasing expansion of hotels into other hospitality and related areas increases the continuing importance of visitor loyalty and the need to ensure visitors’ recurring reservations at a perceived favorite hotel.Quantitative methods are utilized by distributing survey questionnaire to 150 respondents to examine customer loyalty.The researcher found that there are three variable that have relationship with the customer loyalty in hotel industry which is customer perceived value,care and corporate reputation.The value of significant which is 0.000 and that was less than 0.05 (p<0.005) while the variable that insignificant which is online purchase with value 0.687 that was more than 0.05. In conclusion online purchase does not give impact towards the customer loyalty,while customer perceived value,care and also corporate reputation have given impact towards customer loyalty in hotel industry.

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