Nr 33 2014 folia turistica multidimensionality and determinants of consumer loyalty in tourist services
Yüklə 0,64 Mb. Pdf görüntüsü
|
|
Table 3 cont.
99 MULTIDIMENSIONALITY AND DETERMINANTS OF CONSUMER... W. H. Lai, N. Q. Vinh 2013 Online promotion Awareness Satisfaction Loyalty Destination The results show that the relationship among o
nline promotions, destination awareness, destination satisfaction, and destination loyalty appear to be significant. The result indicates that online promotion can improve the destination loyalty. Online promotion has a direct influence on destination awareness and also on satisfaction and destination loyalty. Satisfaction as the direct factor has an effect on destination loyalty. W. Suwunniponth 2013 Loyalty (word of mouth, repetition) Service Quality (website quality, service ability, trust ability, customer empathy, responsiveness to customers) Expectations Satisfaction Online tourism
enterprises
The results indicate that the level of satisfaction from responsiveness to customers had the highest influence on the loyalty of tourists who used online travel enterprises. The level of satisfaction from customer empa- thy had the highest influence on the tourists to recommend online travel services to others. Also, the level of satisfaction from service ability had the highest influence on tourists to take an actual trip. A. Haque, A. H. Khan 2013 Destination Image Perceived Value Service quality Loyalty
Destination The image of a tourist destination , its perceived value, and its service quality are all closely associated with destina- tion loyalty and have a positive rela- tionship with tourist loyalty to a des- tination. R. Eid 2013 Customer’s Perceived Value Satisfaction Loyalty Retention Tourist industry
The strength of the relationship be- tween the constructs (perceived value, satisfaction, loyalty, retention) indicates that features of the suggested model are crucial to achieving Muslim customer retention in the tourism industry. A. Movafegh, A. Movafegh 2013 Service quality (reliability, tangibles, empathy, assurance, responsiveness) Loyalty Demographic characteristics
Tourism industry All 5 dimensions of service quality have a positive correlation with loy- alty. There is: – a very strong relationship between tangibles and loyalty, – a strong positive relationship be- tween assurance and loyalty, – a weak positive relationship be- tween empathy and loyalty, reliabil- ity and loyalty, and responsiveness and loyalty. There is no significant relationship between genders in terms of their loy- alty; there is a significant relationship among age and educational levels in terms of their tourist loyalty.
|