Relationship between satisfaction and loyalty and their determining aspects at the luxury hotels in Hong Kong

Pao Yue-kong Library Electronic Theses Database

Relationship between satisfaction and loyalty and their determining aspects at the luxury hotels in Hong Kong

 

Author: Kim, Do Hee
Title: Relationship between satisfaction and loyalty and their determining aspects at the luxury hotels in Hong Kong
Degree: M.Sc.
Year: 2010
Subject: Consumer satisfaction -- China -- Hong Kong.
Customer loyalty -- China -- Hong Kong.
Hotels -- China -- Hong Kong.
Hotel management -- China -- Hong Kong.
Hong Kong Polytechnic University -- Dissertations
Department: School of Hotel and Tourism Management
Pages: vii, 73 leaves ; 30 cm.
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b2458058
URI: http://theses.lib.polyu.edu.hk/handle/200/6545
Abstract: This study was designed to investigate the relationship between customer satisfaction and loyalty by examining three major hotel aspects, namely People and Process Management, Physical Property Management and Marketing Management, in the context of the luxury hotels in Hong Kong. The design of this study encompassed the frequency tests, descriptive statistics, correlation, independent-sample t test and multiple regression for data analysis. In order to achieve this aim, the study surveyed 205 customers who stayed at luxury hotels in Hong Kong using self-administered questionnaires. The study results showed that among three hotels aspects in terms of level of satisfaction, the Physical Process Management was valued the most, followed by the People and Process Management and the Marketing Management. The results indicated that both customers' satisfaction with each aspects and overall satisfaction have positive relationship with loyalty. The results also highlighted the People and Process Management and Physical Property Management as strong predictors of loyally. However, the Marketing Management was not a significant predictor of loyalty. The findings suggested that there was significant difference between leisure and business travellers in terms of their level of loyalty and satisfaction with Physical Property Management. Directions for future research and managerial implications were discussed. This study can serve as a model in the determining factors of satisfaction and loyalty in luxury hotels in Hong Kong.

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