Study the determinants of customer loyalty in the hotel sector An analytical study in tourist hotels in the province of Najaf | ||
| Muthanna Journal of Administrative and Economic Sciences | ||
| Article 1, Volume 6, Issue 2, December 2016, Pages 25-48 | ||
| Author | ||
| Hussein Ali Abdul Rasool | ||
| Abstract | ||
| The research aims induction is provided by these studies and focus on three determinants of loyalty is the (customer satisfaction, service quality, customer value). The study went to select a sample of the guests tourist hotels in the province of Najaf numbered (104) guest. Using a questionnaire designed form in the light of previous studies, the formulation of scale and tested by statistical methods (reliability coefficient, the composite reliability coefficient, convergence). Then test hypotheses through structural equation modeling. The research found to important conclusions, most notably, that the quality of the perceived service an important role in the achievement of loyalty to the boat, in that the attainment of customer satisfaction is influenced by the quality of service on the one hand and has an impact on customer loyalty, and the perceived value by the customer has had a clear impact on the achievement of loyalty behavior to the customer. The study made recommendations that will enhance the development in the hotel sector, and provides a positive impression about the tourist services in Najaf. | ||
| Keywords | ||
| Key Words; customer satisfaction; perceived value; relational capital | ||
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