Loyalty of national guests: a case study of the Douro Hospitality
Autor(a) principal: | |
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Data de Publicação: | 2020 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | https://doi.org/10.34624/rtd.v0i34.22363 |
Resumo: | Building customer loyalty is not an easy task, given that customers are increasingly informed and demanding. Thus, it is necessary to know the determinants of guest loyalty, so that hotels can effectively implement their business strategies. This work aims to assess the degree of satisfaction of Portuguese guests of Hospitality of the Douro and also analyze the determinants of their loyalty. To this end, an investigation model was proposed to examine how perceived service quality and corporate social responsibility (CSR) affect guest satisfaction and loyalty, as well as how they interact with corporate image, perceived value and price. Data analysis was performed using the structural equation model (SEM).The findings reveal that the quality of service and CSR have a positive effect on the satisfaction and loyalty of the national guest. These two variables are also antecedents of the variables: perceived value, corporate image and price. The findings of this investigation provide useful information on how hotels should establish a CSR policy that promotes quality of service, corporate image and customer satisfaction, and consequently guides guest loyalty and the competitiveness and sustainability of Douro Hotel Industry. |
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Loyalty of national guests: a case study of the Douro HospitalityLealdade dos hóspedes nacionais: um estudo aplicado à Hotelaria do DouroBuilding customer loyalty is not an easy task, given that customers are increasingly informed and demanding. Thus, it is necessary to know the determinants of guest loyalty, so that hotels can effectively implement their business strategies. This work aims to assess the degree of satisfaction of Portuguese guests of Hospitality of the Douro and also analyze the determinants of their loyalty. To this end, an investigation model was proposed to examine how perceived service quality and corporate social responsibility (CSR) affect guest satisfaction and loyalty, as well as how they interact with corporate image, perceived value and price. Data analysis was performed using the structural equation model (SEM).The findings reveal that the quality of service and CSR have a positive effect on the satisfaction and loyalty of the national guest. These two variables are also antecedents of the variables: perceived value, corporate image and price. The findings of this investigation provide useful information on how hotels should establish a CSR policy that promotes quality of service, corporate image and customer satisfaction, and consequently guides guest loyalty and the competitiveness and sustainability of Douro Hotel Industry.Fidelizar clientes, não é uma tarefa fácil, dado que os clientes estão, cada vez mais, informados e exigentes. Assim, é necessário conhecer os determinantes da lealdade do hóspede, de modo a que os hotéis possam implementar eficazmente as suas estratégias empresariais. Este trabalho tem como objetivo avaliar o grau de satisfação dos hóspedes Portugueses da Hotelaria do Douro e ainda analisar os determinantes da sua lealdade. Para tal foi proposto um modelo de investigação para examinar como a qualidade de serviço percebida e a responsabilidade social empresarial (RSE) afetam a satisfação e a lealdade do hóspede, e também como interagem com a imagem corporativa, o valor percebido e o preço. A análise de dados foi efetuada com recurso ao modelo de equações estruturais. Os resultados revelam que a qualidade de serviço e a RSE têm um efeito positivo na satisfação e na lealdade do hóspede nacional. Estas duas variáveis são ainda antecedentes das variáveis: valor percebido, imagem corporativa e preço. As descobertas desta investigação fornecem informações úteis sobre como os hotéis devem estabelecer uma política de RSE que fomente a qualidade de serviço, a imagem corporativa e a satisfação do cliente, e consequentemente oriente à fidelização do hóspede e à competitividade e sustentabilidade da Hotelaria do Douro.Departamento de Economia, Gestão, Engenharia Industrial e Turismo da Universidade de Aveiro2020-11-19T00:00:00Zjournal articlejournal articleinfo:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://doi.org/10.34624/rtd.v0i34.22363oai:proa.ua.pt:article/22363Journal of Tourism & Development; No 34 (2020); 191-207Revista Turismo & Desenvolvimento; n.º 34 (2020); 191-2072182-14531645-9261reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPporhttps://proa.ua.pt/index.php/rtd/article/view/22363https://doi.org/10.34624/rtd.v0i34.22363https://proa.ua.pt/index.php/rtd/article/view/22363/16237Direitos de Autor (c) 2020 Revista Turismo & Desenvolvimentohttps://creativecommons.org/licenses/by/4.0/info:eu-repo/semantics/openAccessMagalhães, Daniela TomazVeloso, Cláudia MirandoSousa, Bruno Barbosa2022-09-26T10:57:39Zoai:proa.ua.pt:article/22363Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T16:06:16.718585Repositório 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 |
Loyalty of national guests: a case study of the Douro Hospitality Lealdade dos hóspedes nacionais: um estudo aplicado à Hotelaria do Douro |
title |
Loyalty of national guests: a case study of the Douro Hospitality |
spellingShingle |
Loyalty of national guests: a case study of the Douro Hospitality Magalhães, Daniela Tomaz |
title_short |
Loyalty of national guests: a case study of the Douro Hospitality |
title_full |
Loyalty of national guests: a case study of the Douro Hospitality |
title_fullStr |
Loyalty of national guests: a case study of the Douro Hospitality |
title_full_unstemmed |
Loyalty of national guests: a case study of the Douro Hospitality |
title_sort |
Loyalty of national guests: a case study of the Douro Hospitality |
author |
Magalhães, Daniela Tomaz |
author_facet |
Magalhães, Daniela Tomaz Veloso, Cláudia Mirando Sousa, Bruno Barbosa |
author_role |
author |
author2 |
Veloso, Cláudia Mirando Sousa, Bruno Barbosa |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Magalhães, Daniela Tomaz Veloso, Cláudia Mirando Sousa, Bruno Barbosa |
description |
Building customer loyalty is not an easy task, given that customers are increasingly informed and demanding. Thus, it is necessary to know the determinants of guest loyalty, so that hotels can effectively implement their business strategies. This work aims to assess the degree of satisfaction of Portuguese guests of Hospitality of the Douro and also analyze the determinants of their loyalty. To this end, an investigation model was proposed to examine how perceived service quality and corporate social responsibility (CSR) affect guest satisfaction and loyalty, as well as how they interact with corporate image, perceived value and price. Data analysis was performed using the structural equation model (SEM).The findings reveal that the quality of service and CSR have a positive effect on the satisfaction and loyalty of the national guest. These two variables are also antecedents of the variables: perceived value, corporate image and price. The findings of this investigation provide useful information on how hotels should establish a CSR policy that promotes quality of service, corporate image and customer satisfaction, and consequently guides guest loyalty and the competitiveness and sustainability of Douro Hotel Industry. |
publishDate |
2020 |
dc.date.none.fl_str_mv |
2020-11-19T00:00:00Z |
dc.type.driver.fl_str_mv |
journal article journal article info:eu-repo/semantics/article |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://doi.org/10.34624/rtd.v0i34.22363 oai:proa.ua.pt:article/22363 |
url |
https://doi.org/10.34624/rtd.v0i34.22363 |
identifier_str_mv |
oai:proa.ua.pt:article/22363 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://proa.ua.pt/index.php/rtd/article/view/22363 https://doi.org/10.34624/rtd.v0i34.22363 https://proa.ua.pt/index.php/rtd/article/view/22363/16237 |
dc.rights.driver.fl_str_mv |
Direitos de Autor (c) 2020 Revista Turismo & Desenvolvimento https://creativecommons.org/licenses/by/4.0/ info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Direitos de Autor (c) 2020 Revista Turismo & Desenvolvimento https://creativecommons.org/licenses/by/4.0/ |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Departamento de Economia, Gestão, Engenharia Industrial e Turismo da Universidade de Aveiro |
publisher.none.fl_str_mv |
Departamento de Economia, Gestão, Engenharia Industrial e Turismo da Universidade de Aveiro |
dc.source.none.fl_str_mv |
Journal of Tourism & Development; No 34 (2020); 191-207 Revista Turismo & Desenvolvimento; n.º 34 (2020); 191-207 2182-1453 1645-9261 reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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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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