IDEAS home Printed from https://ideas.repec.org/a/eco/journ3/2019-02-3.html
   My bibliography  Save this article

Customer Value Determination and its Implications in Customer Loyalty Hotels

Author

Listed:
  • Fitrizal Fitrizal

    (Universitas Putra Indonesia YPTK, Padang, Indonesia)

  • Nandan Limakrisna

    (Universitas Persada Indonesia YAI, Jakarta. Indonesia.)

Abstract

The low customer loyalty to Four-Star Hotels in West Sumatera province was allegedly caused by customer relationship management, service quality and customer value are still low. The purpose of this research was to determine and analyze the effect of customer relationship management and service quality partially or jointly towards customer value. To determine and analyze the effect of customer relationship management, service quality and customer value partially or jointly on customer loyalty. The population of the study are 205 customers Four Star Hotels in West Sumatra province. The method used in this research is a descriptive survey method and explanatory survey with a sample size using rule 1: 5 of 205 respondents, as well as data analysis method used is SEM (Structural Equation Modeling) with Lisrel 8.51 application program. Based on the research results, obtained following research finding that customer relationship management, service quality and customer value proven to have positive and significant impact on customer loyalty with a contribution of 84% while the remaining 16% are influenced by other factors. Based on partial view customers value the most dominant influence on customer loyalty.

Suggested Citation

  • Fitrizal Fitrizal & Nandan Limakrisna, 2019. "Customer Value Determination and its Implications in Customer Loyalty Hotels," International Review of Management and Marketing, Econjournals, vol. 9(2), pages 18-25.
  • Handle: RePEc:eco:journ3:2019-02-3
    as

    Download full text from publisher

    File URL: https://www.econjournals.com/index.php/irmm/article/download/7612/pdf
    Download Restriction: no

    File URL: https://www.econjournals.com/index.php/irmm/article/view/7612/pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. El-Adly, Mohammed Ismail & Eid, Riyad, 2016. "An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 217-227.
    2. Tajeddini, Kayhan, 2010. "Effect of customer orientation and entrepreneurial orientation on innovativeness: Evidence from the hotel industry in Switzerland," Tourism Management, Elsevier, vol. 31(2), pages 221-231.
    3. Uncles, Mark D. & East, Robert & Lomax, Wendy, 2013. "Good customers: The value of customers by mode of acquisition," Australasian marketing journal, Elsevier, vol. 21(2), pages 119-125.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Nurul Fazleen Mohd Zariman & Norshima Humaidi & Muhammad Hafiz Abd Rashid, 2023. "Mobile commerce applications service quality in enhancing customer loyalty intention: mediating role of customer satisfaction," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(4), pages 649-663, December.
    2. Hansen, Eric & Rasmussen, Casper Claudi & Nybakk, Erlend, 2017. "Recessionary period activities in forest sector firms: Impacts on innovativeness," Journal of Forest Economics, Elsevier, vol. 28(C), pages 80-86.
    3. Omonijo & O.S . & Egwakhe & A.J . & Akande & F.P . & Umukoro & E.J, 2022. "Corporate Entrepreneurship and Market Share of Selected Polyurethane Manufacturing Companies in Lagos State, Nigeria," International Journal of Finance, Insurance and Risk Management, International Journal of Finance, Insurance and Risk Management, vol. 12(2), pages 169-181.
    4. Mohammad Reza Jalilvand & Leila Nasrolahi Vosta & Rashid Khalilakbar & Javad Khazaei Pool & Reihaneh Alsadat Tabaeeian, 2019. "The Effects of Internal Marketing and Entrepreneurial Orientation on Innovation in Family Businesses," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 10(3), pages 1064-1079, September.
    5. Lionel Nicod & Sylvie Llosa, 2018. "How should customers be trained in their role as coproducers? The influence of training and its characteristics on the benefits of coproduction," Post-Print hal-03513344, HAL.
    6. Idris Idris & Saefudin Zuhri & Mohammad Efendi, 2018. "Determinants of Employee Work Satisfaction," International Review of Management and Marketing, Econjournals, vol. 8(6), pages 47-52.
    7. Kim, Jungkeun, 2019. "The impact of different price promotions on customer retention," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 95-102.
    8. VGR Chandran & Tariq Ahmed & Fedwa Jebli & Alexander Josiassen & Eva Lang, 2024. "Developing innovation capability in the hotel industry, who and what is important? A mixed methods approach," Tourism Economics, , vol. 30(3), pages 728-748, May.
    9. Bhat Ishfaq Hussain & Singh Sapna, 2018. "Examining the moderating effect of shopping value on private-label and loyalty in Indian grocery stores," Management & Marketing, Sciendo, vol. 13(1), pages 748-760, March.
    10. Watson, Anna & Dada, Olufunmilola (Lola) & Grünhagen, Marko & Wollan, Melody L., 2016. "When do franchisors select entrepreneurial franchisees? An organizational identity perspective," Journal of Business Research, Elsevier, vol. 69(12), pages 5934-5945.
    11. Chuloh Jung & Naglaa Sami Abdelaziz Mahmoud, 2023. "Exploring Customer Behavior in Shopping Malls: A Study of Rest Areas in Dubai, United Arab Emirates," Sustainability, MDPI, vol. 15(12), pages 1-22, June.
    12. Sharma, Neeru & Fatima, Johra Kayeser, 2024. "Influence of perceived value on omnichannel usage: Mediating and moderating roles of the omnichannel shopping habit," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    13. Turner, Frances & Merle, Aurélie & Gotteland, David, 2020. "Enhancing consumer value of the co-design experience in mass customization," Journal of Business Research, Elsevier, vol. 117(C), pages 473-483.
    14. Chi, Nguyen Thi Khanh, 2021. "Innovation capability: The impact of e-CRM and COVID-19 risk perception," Technology in Society, Elsevier, vol. 67(C).
    15. Antonio Rodríguez-Peña, 2023. "Corporate entrepreneurship and firm performance relationship under the moderating effect of environmental dynamism: Replication and extension analysis," Journal of International Entrepreneurship, Springer, vol. 21(4), pages 550-585, December.
    16. Cem Işık & Ekrem Aydın & Tarik Dogru & Abdul Rehman & Rafael Alvarado & Munir Ahmad & Muhammad Irfan, 2021. "The Nexus between Team Culture, Innovative Work Behaviour and Tacit Knowledge Sharing: Theory and Evidence," Sustainability, MDPI, vol. 13(8), pages 1-21, April.
    17. Katharina Fellnhofer & Kaisu Puumalainen & Helena Sjögrén, 0. "Entrepreneurial orientation in work groups – effects of individuals and group characteristics," International Entrepreneurship and Management Journal, Springer, vol. 0, pages 1-37.
    18. Filda Rahmiati & Norfaridatul Akmaliah Othman & Md Nor Hayati Tahir, 2020. "Examining the Trip Experience on Competitive Advantage Creation in Tourism," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(1), pages 15-30.
    19. Yang Lu & Peixin Zuo & José C. Alves & Jinliang Wang, 2023. "Unlocking the relationship between entrepreneurial orientation and international performance: A systematic review," Journal of International Entrepreneurship, Springer, vol. 21(4), pages 464-504, December.
    20. Katharina Fellnhofer & Kaisu Puumalainen & Helena Sjögrén, 2017. "Entrepreneurial orientation in work groups – effects of individuals and group characteristics," International Entrepreneurship and Management Journal, Springer, vol. 13(2), pages 427-463, June.

    More about this item

    Keywords

    Customer Relationship Management; Service Quality; Customer value; Customer Loyalty.;
    All these keywords.

    JEL classification:

    • M21 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics - - - Business Economics
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • Z33 - Other Special Topics - - Tourism Economics - - - Marketing and Finance

    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:eco:journ3:2019-02-3. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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: Ilhan Ozturk (email available below). General contact details of provider: http://www.econjournals.com .

    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.