The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and Brand Image: Evidence from Hotel Industry of Pakistan

By Hamad Saleem, N. Raja. 2014

179 citations recorded by the source corpus.

The rationale of this study is to look at the association between services quality of Pakistani hotel and to scrutinize cause on customer satisfaction, brand image and customer loyalty. The primary data was collected from 5 and 8 star hotels of Pakistan. The response rate was 86%. Structural equation modeling (SEM) technique was used to analyze the data. The findings suggested that high quality of services boost up the customer satisfaction and then afterward this satisfaction will strengthen the customer loyalty, our results also matched with Brodie et al., (2009). Last but not the least strong customer loyalty directly related to strong brand image.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/0cbeccab1fc4261cbc473c3b298f2bac7f4eecde

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In Organizational Behavior and Human Resource Management

1. Atena Rahehagh
2. Davood Ghorbanzadeh

Citations in the corpus

• Emotional brand attachment and brand love: the emotional bridges in the process of transition from satisfaction to loyalty (2020, background): “Looking through extant types of satisfaction, research has shared a core idea for satisfaction: a psychological notion about consumers’ emotional evaluation of or the pleasurable degree of the experience associated with specific products or services (Giebelhausen et al., 2016; Mohammed and Rashid, 2”