Mahbubeh Arab; Meysam Shirkhodaei; Fafemeh Aligolifiroozjaii
Abstract
In the tourism industry, maintenance of the customer is critical to the growth of the organization; therefore, the purpose of the study was to evaluation the relationship between the three variables of service quality, customer satisfaction and customer value as independent variable and customer loyalty ...
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In the tourism industry, maintenance of the customer is critical to the growth of the organization; therefore, the purpose of the study was to evaluation the relationship between the three variables of service quality, customer satisfaction and customer value as independent variable and customer loyalty as an associated variable that is examined by the role of mediator of customer relationship management. This research method is an applied type research conducted by a descriptive survey method. Data were collected from customers at a Tourist Recreation Complex Mizban Babolsar it Systematic random sampling. The results of the research with structural equations showed that the relationship between customer relationship management quality and customer loyalty is positive and significant. Also, the relationship between quality of service, customer satisfaction and customer value is positive and significant in terms of the role of mediator of customer relationship management.
Saeid Saeida Ardakani
Abstract
With its ever-increasing significance, corporate social responsibility is becoming a main topic in hotel industry. A reason is that corporate social responsibility affects customer loyalty. Hence, corresponding allocation of resources is not regarded as a cost here; rather, it is an investment towards ...
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With its ever-increasing significance, corporate social responsibility is becoming a main topic in hotel industry. A reason is that corporate social responsibility affects customer loyalty. Hence, corresponding allocation of resources is not regarded as a cost here; rather, it is an investment towards improved status of competitive advantages. The present paper aims to investigate the influence of corporate social responsibility on customer loyalty with regard to the roles of customer trust and satisfaction as mediators. A Questionnaire was used to gather the data. For this purpose, 106 questionnaires were distributed among costumers of 3-star and 4-star hotels in Yazd. Content validity, convergent and divergent validity, and reliability of the questionnaire were approved by experts’ comments, PLS method, Cronbach’s Alpha and composite reliability, respectively. The survey is descriptive in terms of purpose and the method is metrical. Data were analyzed by PLS and SPSS using a Partial-Least-Squares modeling of structural equations. Results showed that corporate social responsibility has significant and positive influences on customer trust and satisfaction. Customer trust has significant and positive influences on customer satisfaction and loyalty, and customer satisfaction has a significant and positive influences on customer loyalty
mirza hasan hoseyni; azam sazvar
Abstract
Tourism industry, due the fundamental role it has in the national economic growth, is one of the most sensitive industries to the quality issue. Also, identification of the level of tourists’ quality perception is the first step towards realizing tourists’ satisfaction goal and ultimately ...
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Tourism industry, due the fundamental role it has in the national economic growth, is one of the most sensitive industries to the quality issue. Also, identification of the level of tourists’ quality perception is the first step towards realizing tourists’ satisfaction goal and ultimately reaching a sustainable economy. This study attempts to shed light upon the gap between perception and expectation of foreign tourists visiting tourist attractions of Yazd. A total number of 270 questionnaires were distributed randomly to the tourists, 259 number of which were returned and collected. Our questionnaire was based on Narayan scale with ten dimensions, possessing approved reliability and validity. Results of the Mann-Whitney statistical test revealed that there exists a significant gap between respondent’s perceptions and expectations in the dimensions of information, price, hygiene, facilities, value for money, food, and security. For a better understanding of tourists’ needs, Kano model was taken advantage of. QFD results proposed 13 service elements that if applied, could lead to a better perception of quality among Yazd foreign tourists.
amir hoseyn shariati; nadia foruzan
Volume 5, Issue 14 , February 2011, , Pages 153-176
Abstract
Present article investigates the influencing factors on service quality of tourism agencies located at southern part of Isfahan. The objective is to study the influence of factors, namely service characteristics, responsiveness, Kindness, reliability, customer Relationship management, appearance (facilities), ...
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Present article investigates the influencing factors on service quality of tourism agencies located at southern part of Isfahan. The objective is to study the influence of factors, namely service characteristics, responsiveness, Kindness, reliability, customer Relationship management, appearance (facilities), price, technology, distribution, promotion, credibility, and warranty, on the service quality of tourism agencies. A self-structured questionnaire relying on servqual scale was designed and its validity was measured by Cronbach's coefficient alpha of 95.6%. Afterwards, hypotheses were tested on a statistical sample of 100 individuals to find correlation between factors. The highest correlation coefficient was found to be between technology and distribution (0.837). The resulted ranking classification turned out to be as the following: 1.responsiveness, 2.reliability, 3.credibility, 4.warranty, 5.kindness, 6.service characteristics, 7.appearance, 8.price, 9.technology, 10.distribution, 11.customer relationship management, 12.Promotion
