IDEAS home Printed from https://ideas.repec.org/a/ids/injsem/v4y2012i4p267-281.html
   My bibliography  Save this article

Service quality, image and loyalty towards Malaysian hotels

Author

Listed:
  • Tat-Huei Cham
  • Yalini Easvaralingam

Abstract

The rapid growth of the hotel industry in the first decade of the 21st century forced hotel operators to critically acknowledge the importance of service improvement in order to gain competitive advantage. Therefore, identifying the factors that influence the quality of services of hotels is critical for the success of the hotels. Corporate image and customer loyalty should also be emphasised to ensure the sustainability of the hotels in this competitive industry. Hence, this study is conducted to discover the factors influencing perceived service quality of Malaysian hotels, as well as exploring the relationship between perceived service quality with customer loyalty and corporate image. Additionally, this study is one of the few studies on quality certification related to the demand perspective and also on the mediating role of image on the relationship between service quality and loyalty in the hotel industry.

Suggested Citation

  • Tat-Huei Cham & Yalini Easvaralingam, 2012. "Service quality, image and loyalty towards Malaysian hotels," International Journal of Services, Economics and Management, Inderscience Enterprises Ltd, vol. 4(4), pages 267-281.
    • Handle: RePEc:ids:injsem:v:4:y:2012:i:4:p:267-281
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=50951
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to

    for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Marc Oliveras-Villanueva & Josep Llach & Jordi Perramon, 2020. "Service Quality in Hospitality and the Sustainability Effect: Systematic Literature Review and Future Research Agenda," Sustainability, MDPI, vol. 12(19), pages 1-16, October.
    2. Wang, Siqi & Cheah, Jun-Hwa & Lim, Xin-Jean & Leong, Yee Choy & Choo, Wei Chong, 2022. "Thanks COVID-19, I'll reconsider my purchase: Can fear appeal reduce online shopping cart abandonment?," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    3. Mei Peng Low & Tat-Huei Cham & T. Ramayah, 2025. "Deciphering organisational resilience through a confluence analysis of PLS-SEM, necessary condition analysis, and combined importance-performance map," Quality & Quantity: International Journal of Methodology, Springer, vol. 59(4), pages 2961-2989, August.
    4. Choi-Meng Leong & Alexa Min-Wei Loi & Steve Woon, 2022. "The influence of social media eWOM information on purchase intention," Journal of Marketing Analytics, Palgrave Macmillan, vol. 10(2), pages 145-157, June.
    5. Yanyan Zhang & Tat-Huei Cham & Chuen Khee Pek & Choi-Meng Leong, 2024. "Is face and information availability important in green purchasing among young consumers?," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 11(1), pages 1-14, December.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:injsem:v:4:y:2012:i:4:p:267-281. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=236 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.