Impact of services quality on customer satisfaction and repeat purchase attributes in hospitality industry Online publication date: Fri, 02-Sep-2011
by Ana Laura Terán-Arteaga, Sergio Uscanga-Medina
International Journal of Leisure and Tourism Marketing (IJLTM), Vol. 2, No. 3, 2011
Abstract: The hotel industry is globally experiencing the difficult task of managing changing demand governed by the brand switching behaviour of consumers. Under this competitive environment, hotels have two basic ways of achieving a sustainable competitive advantage within their product-line including low price, high quality and enhanced customer value. This study examines the relationships between customer satisfaction and repeat buying behaviour of consumers in regard to hotel services in Mexico. Authors argue that customer loyalty can be achieved by meticulously understanding customers' expectations, defining strategies to meet those expectations and continuously evaluating the performance to redefine the competitive strategies periodically.
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