Journal of Business and Management Sciences
ISSN (Print): 2333-4495 ISSN (Online): 2333-4533 Website: http://www.sciepub.com/journal/jbms Editor-in-chief: Heap-Yih Chong
Open Access
Journal Browser
Go
Journal of Business and Management Sciences. 2019, 7(1), 19-24
DOI: 10.12691/jbms-7-1-3
Open AccessArticle

Factors Affecting on Customer Loyalty in Hotels service in Thanh Hoa, Vietnam

Nguyen Thi Thanh Xuan1,

1Lecturer at Hong Duc University, Vietnam

Pub. Date: February 21, 2019

Cite this paper:
Nguyen Thi Thanh Xuan. Factors Affecting on Customer Loyalty in Hotels service in Thanh Hoa, Vietnam. Journal of Business and Management Sciences. 2019; 7(1):19-24. doi: 10.12691/jbms-7-1-3

Abstract

Vietnam is a country that is rich and diverse in tourism resource at many different regions. Along with the transformation of the economy into the service sector under the guideline of the Government, researches in this field on customer loyalty, which reveal important reasons for going back to use service from customers should be done at different areas. The paper’s purposes are to systematize the theoretical basis on customers’ loyalty, from those determine the factors affecting the customer’s loyalty using hotel services in Thanh Hoa province, where has full of potentials for developing tourism industry of the country. By using qualitative and quantitative research, relations and level of impact between influencial factors have been illustrated, which are sources of basic orientation for improving the quality of hotel services, customer satisfaction and customer loyalty in hotels at Thanh Hoa. Specifically, the results showed that Tangible and Intangible elements, Perceived Value, Brand Image, Customer Relationship Management, Satisfaction and customers’ demographic profile both have a positive impact on Customer Loyalty, of which satisfaction has strongest effect, followed by Intangible and Tagible elements, Brand Image, Perceived Value, and finally CRM.

Keywords:
factors customer loyalty satisfaction hotels Thanh Hoa

Creative CommonsThis work is licensed under a Creative Commons Attribution 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

Figures

Figure of 2

References:

[1]  Soderlund, 2006, Measuring customer loyalty with multi‐item scales: A case for caution, International Journal of Service Industry Management, Vol. 17 (No 1), pp 76-98.
 
[2]  Rowley Jennifer, 2005, The four Cs of customer loyalty, Marketing Intelligence & Planning, Vol. 23 (No 6), pp.574-581.
 
[3]  Permarupan, Abdullah, Roselina, Noor Raihani, 2013, Critically Evaluating the Role of branding, service and strategy on customer loyalty, International business and management journal, vol 7, no 1, 2013, pp 34-39.
 
[4]  Nham Tuan Phong and Nguyen Thi Hai Linh, 2014, ABAC Journal, Vol. 34 No. 3, pp 53-70.
 
[5]  Nguyen Hue Minh, Nguyen Thu Ha , Phan Chi Anh & Yoshiki Matsui, 2015, Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam, Asian Social Science; Vol. 11, No. 10, pp 73-85.
 
[6]  Le Thi Binh, 2017, The impact of the quality of tourism services, the price perception to satisfaction and loyalty of visitors to destinations in Thanh Hoa province”, Journal of Economics and Development, Vol 242 ( No 2), pp. 91-101.
 
[7]  Oliver, R. , 1997, Satisfaction: A Behavioral Perspective on the Consumer, Boston, MA: Irwin/McGraw-Hill.
 
[8]  Ribbink, D. Riel, A. C. R. V., Liljander, V. and Streukens, S., 2004, Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality, Vo1.14, No. 6; pp 446-644.
 
[9]  Reinartz, Werner and V. Kumar, 2002, The Mismanagement of Customer Loyalty, Harvard Business Review, Vol 80 (July), pp 86-94.
 
[10]  Bodet, 2008, Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships, Journal of Retailing and Consumer Services, Vol 15, pp 156-162.
 
[11]  Liang, 2008, The determining factors of customer loyalty for Luxury hotels in US, The Journal of International Management Studies, Volume 3, Number 2, August, 2008.
 
[12]  Orthodox, 2014, Hotel ratings, service quality, customer satisfaction and loyalty: The perception of guests at Ethiopian Hotels, African journal of hospitality, tourism and leisure, special edition, Vol 5 (3), 2016, pp 1-18.
 
[13]  Nguyen Thi Thanh Xuan, 2017, A Review of Customer Loyalty Models in Hotel Services and Research Model in Vietnam, Global Review of Research in Tourism, Hospitality and Leisure Management (GRRTHLM), Vol 3, No 1, pp 453-463.
 
[14]  Taylor, Kevin Celuch, Stephen Goodwin, 2004, The importance of brand equity to customer loyalty, Journal of Product & Brand Management, Vol. 13 (No 4), pp 217-227.
 
[15]  Mai Ngoc Khuong, Pham Le Hoang Ngan and Nguyen Thi Minh Phuong, Factors of affecting guests’ satisfaction and their loyalty-A study of Luxury hotels in Ho Chi Minh City, Vietnam, International Journal of Innovation, Management and Technology, Vol 6, No 3, pp 186-190.
 
[16]  Rauyruen, P. and Miller, K.E., 2007, Relationship Quality as a Predictor of B2B Customer Loyalty, Journal of Business Research, Vol 60, pp 21-31.
 
[17]  Akaba, 2013, Relationship of service quality and customer loyalty through the moderating effect of socio demographic characteristics, International journal of Hospitality & tourism systems, Vol 6, No 2, pp 81-91.
 
[18]  Alzaid, A.A. & Soliman, A.A., 2002, Service quality in Riyadh’s Elite hotels: measurement and evaluation, J. King saud. University Administration Science Vol 14(2), pp 83-103.
 
[19]  Jones, Lockwood, Marianna, Sigala, David Airey, 2004, ICT paradox lost? A stepwise DEA methodology to evaluate technology investments in tourism settings, Journal of Travel Research, Vol 43, Issue 2, pp 180-192.
 
[20]  Huber, A.Herrmann, and R.E. Morgan, 2001, Gaining competitive advantage through customer value oriented management, Journal of Consumer Marketing, Vol. 18 (No. 1), pp. 41-53.
 
[21]  So, Kevin, King, Ceridwyn, Sparks, Beverley, Wang, Ying, 2013, The influence of customer brand indentification on hotel brand evaluation and loyalty development, International Journal of Hospitality management, 2013.
 
[22]  Ko, J. Yen, C. Chen, C. Chen, C. Yen, 2008, Psychiatric comorbidity of internet addiction in college students: an interview study, CNS Spectr, Vol 13 (2008), pp 147-15.
 
[23]  Nguyen, T. H., Sherif, J. S., & Newby, M., 2007, Strategies for successful CRM implementation, Information Management & Computer Security, Vol 15(2), pp 102-115.
 
[24]  Samaan & Abdullah, 2016, Customer satisfaction and loyalty in Hotel industry: the meadiating role of relationship marketing, Quest Journal of Research in Business Management, Vol.4, (No 5), pp 32-42.
 
[25]  Kim, B., M, Park, M. C., & Jeong, D. H. ,2004, The effects of customer satisfaction and switching barrier on custom-er loyalty in Korean mobile telecommunication service. Telecommunication Policy, Vol 28, pp 145-159.
 
[26]  Serenko, A., Turel, O., & Yol, S., 2006, Moderating Roles of user demographics in the American customer satisfac-tion model within the context of mobile service, Journal of Information Technology Management, Vol 17 (4), pp 20-32.
 
[27]  Pham, N.H.L & Kullada Phetveroon, 2009, Examing Service Qualiy, Tourist Satisfaction, and Tourist Post-purchase Behavior: A Case Study of the Andaman Cluster, Thailand, Korea, Asia Pacific Forum in Tourism, Vol 8 (2009), pp 825-837.
 
[28]  Lee So Jung, Patricia Huddleston, Judith Whipple, Rachel Nye Mattick, 2009, Customer satisfaction in food retailing: comparing specialty and conventional grocery stores, International Journal of Retail & Distribution Management, Vol. 37 (No1), pp.63-80.
 
[29]  Chen and Bayu Aji Aritejo, 2008, Service quality and customer satisfaction measurement of mobile value-added services: A conceptual review, International Journal of Mobile Communications, Vol 6 (No 2), pp 165-176.
 
[30]  Yoon, Y. and Uysal, M. (2005) An Examination of the Effects of Motivation and Satisfaction on Destination Loyalty: A Structural Model.Tourism Management, Vol 26, pp 45-56.
 
[31]  Zeithaml, V. A., Berry, L., & Parasuraman, A.,1996, The Behavioral Consequences of Service Quality, Journal of Marketing Management, Vol 60, pp 31-46.
 
[32]  Cronin JJ Jr, Taylor SA, 1992, Measuring service quality: a reexamination and extension. J Mark Vol 56 (No 3), pp 55-68.