Title: Impact of services quality on customer satisfaction and repeat purchase attributes in hospitality industry

Authors: Ana Laura Terán-Arteaga, Sergio Uscanga-Medina

Addresses: Graduate School of Administration and Management, Monterrey Institute of Technology and Higher Education, ITESM, Puebla Campus, Puebla, Mexico. ' Graduate School of Administration and Management, Monterrey Institute of Technology and Higher Education, ITESM, Puebla Campus, Puebla, Mexico

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.

Keywords: hospitality industry; customer satisfaction; repeat buying; quality of service; QoS; Mexico; competition; customer relationship; intangibility; customer value; business goals; hotel industry; hotel services; customer loyalty; customer expectations.

DOI: 10.1504/IJLTM.2011.042290

International Journal of Leisure and Tourism Marketing, 2011 Vol.2 No.3, pp.258 - 269

Available online: 02 Sep 2011 *

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