Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores

Detalhes bibliográficos
Autor(a) principal: Batista,Maria da Graça
Data de Publicação: 2014
Outros Autores: Couto,João Pedro, Botelho,Diana, Faias,Cláudia
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582014000100003
Resumo: This paper analyses the influence of service quality on customer satisfaction and loyalty. Questionnaires were used to retrieve data were used to construct a model of structural equations to test the perception of quality, satisfaction and subsequent loyalty of tourists. The results suggest that the main influential variables of satisfaction were the quality of service offered and how management dealt with complaints. The factors that contributed most to tourist loyalty were affective commitment, satisfaction, price, complaint management and the image of the hotel itself. The findings highlight factors that can be used as indicators of how managers can generate added value for their customers.
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spelling Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, AzoresCustomer satisfactioncustomer loyaltyservice qualityThis paper analyses the influence of service quality on customer satisfaction and loyalty. Questionnaires were used to retrieve data were used to construct a model of structural equations to test the perception of quality, satisfaction and subsequent loyalty of tourists. The results suggest that the main influential variables of satisfaction were the quality of service offered and how management dealt with complaints. The factors that contributed most to tourist loyalty were affective commitment, satisfaction, price, complaint management and the image of the hotel itself. The findings highlight factors that can be used as indicators of how managers can generate added value for their customers.Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve2014-01-01info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articletext/htmlhttp://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582014000100003Tourism & Management Studies v.10 n.1 2014reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttp://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582014000100003Batista,Maria da GraçaCouto,João PedroBotelho,DianaFaias,Cláudiainfo:eu-repo/semantics/openAccess2024-02-06T17:28:55Zoai:scielo:S2182-84582014000100003Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T02:33:02.420858Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores
title Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores
spellingShingle Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores
Batista,Maria da Graça
Customer satisfaction
customer loyalty
service quality
title_short Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores
title_full Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores
title_fullStr Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores
title_full_unstemmed Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores
title_sort Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores
author Batista,Maria da Graça
author_facet Batista,Maria da Graça
Couto,João Pedro
Botelho,Diana
Faias,Cláudia
author_role author
author2 Couto,João Pedro
Botelho,Diana
Faias,Cláudia
author2_role author
author
author
dc.contributor.author.fl_str_mv Batista,Maria da Graça
Couto,João Pedro
Botelho,Diana
Faias,Cláudia
dc.subject.por.fl_str_mv Customer satisfaction
customer loyalty
service quality
topic Customer satisfaction
customer loyalty
service quality
description This paper analyses the influence of service quality on customer satisfaction and loyalty. Questionnaires were used to retrieve data were used to construct a model of structural equations to test the perception of quality, satisfaction and subsequent loyalty of tourists. The results suggest that the main influential variables of satisfaction were the quality of service offered and how management dealt with complaints. The factors that contributed most to tourist loyalty were affective commitment, satisfaction, price, complaint management and the image of the hotel itself. The findings highlight factors that can be used as indicators of how managers can generate added value for their customers.
publishDate 2014
dc.date.none.fl_str_mv 2014-01-01
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582014000100003
url http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582014000100003
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582014000100003
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
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dc.format.none.fl_str_mv text/html
dc.publisher.none.fl_str_mv Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve
publisher.none.fl_str_mv Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve
dc.source.none.fl_str_mv Tourism & Management Studies v.10 n.1 2014
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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