tailieunhanh - Antecedents of drivers of satisfaction in hotel industry and its impact on customer loyalty

In the paper the researcher tries to find out the impact of price satisfaction and service satisfaction on customer loyalty. Five dimensions of services are taken to see their impact on price and service satisfaction. | Antecedents of drivers of satisfaction in hotel industry and its impact on customer loyalty International Journal of Management IJM Volume 6 Issue 8 Aug 2015 pp. 31-41 Article ID IJM_06_08_004 Available online at http IJM JTypeIJM amp VType 6 amp IType 8 ISSN Print 0976-6502 and ISSN Online 0976-6510 IAEME Publication _ ANTECEDENTS OF DRIVERS OF SATISFACTION IN HOTEL INDUSTRY AND ITS IMPACT ON CUSTOMER LOYALTY Dr. Bidyut Jyoti Gogoi IIM Shillong Meghalaya India ABSTRACT Services have a major impact on National economies and have become more competitive nowadays. In the buying process for services quality is much more difficult to access prior to purchase. Hence consumers mostly try to perceive the quality based on the price and presentation of the service provider. Especially in the hotel industry customer satisfaction comprises of both price satisfaction and service satisfaction. To increase the customer loyalty customer satisfaction should be the topmost priority. In the paper the researcher tries to find out the impact of price satisfaction and service satisfaction on customer loyalty. Five dimensions of services are taken to see their impact on price and service satisfaction. The impact of price and service satisfaction on customer loyalty are then finally measured. A survey was done to measure the responses of the respondents about their opinion on the dimensions of services viz. satisfaction in reception satisfaction in friendliness and service satisfaction in room service satisfaction in restaurant and breakfast and satisfaction in wellness area. Responses were also measured for price and service satisfaction and customer loyalty. A structured questionnaire was used to measure the responses of the respondents on a five point Likert s scale. The findings show that the five dimensions of services have an impact on price and service satisfaction. Price and .