THE EFFECT OF SERVICE QUALITY AND CUSTOMERS’ SATISFACTION ON THEIR LOYALTY TO THE HOTELS OF KURDISTAN PROVINCE

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MUSAVIJED S.M.; SHAFEIE R.; SHARIFI M.; MOHAMMADI H.

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Journal: GEOGRAPHICAL JOURNAL OF TOURISM SPACE Year:2018 | Volume:8 | Issue:27 Page(s): 111-129

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Title

THE EFFECT OF SERVICE QUALITY AND CUSTOMERS’ SATISFACTION ON THEIR LOYALTY TO THE HOTELS OF KURDISTAN PROVINCE

Author(s)

MUSAVIJED S.M. | SHAFEIE R. | SHARIFI M. | MOHAMMADI H. | Issue Writer Certificate

Keywords

QUALITY OF SERVICEQ1

CUSTOMER LOYALTYQ1

CUSTOMER SATISFACTIONQ1

Abstract

The customers of each organization are the focal point of that organization. This idea of customer expectations in order to satisfy their needs and the provision of appropriate services and even superior QUALITY OF SERVICE to organizations is inevitable. The hotel industry is not the exception either. This research is applied in terms of its purpose and descriptive and correlational in terms of its methodology. The statistical population of this study was formed using all permanent clients of hotels in Kurdistan province who stayed at least one night in a hotel in this province. Since the exact statistics of the population of the clients of the hotels in the province is not available and the community is unlimited, the sample size was determined by the Cochran formula based on which 384 persons were selected. The sampling method was simple and categorized. The dependent variable of research is CUSTOMER LOYALTY, which was measured by the variables of service quality (independent) and CUSTOMER SATISFACTION (mediation) based on the Surkalo & Moghimi (1392) questionnaire. Pearson correlation coefficient and structural equation model were used to investigate the hypotheses. The results of the research showed that the QUALITY OF SERVICEs is high in the customers' view. Also, the data represented CUSTOMER SATISFACTION and loyalty. The results showed that the components of service quality and satisfaction have a significant effect on the CUSTOMER LOYALTY.

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APA: Copy

MUSAVIJED, S.M., SHAFEIE, R., SHARIFI, M., & MOHAMMADI, H.. (2018). THE EFFECT OF SERVICE QUALITY AND CUSTOMERS’ SATISFACTION ON THEIR LOYALTY TO THE HOTELS OF KURDISTAN PROVINCE. GEOGRAPHICAL JOURNAL OF TOURISM SPACE, 8(27 ), 111-129. SID. https://sid.ir/paper/214199/en

Vancouver: Copy

MUSAVIJED S.M., SHAFEIE R., SHARIFI M., MOHAMMADI H.. THE EFFECT OF SERVICE QUALITY AND CUSTOMERS’ SATISFACTION ON THEIR LOYALTY TO THE HOTELS OF KURDISTAN PROVINCE. GEOGRAPHICAL JOURNAL OF TOURISM SPACE[Internet]. 2018;8(27 ):111-129. Available from: https://sid.ir/paper/214199/en

IEEE: Copy

S.M. MUSAVIJED, R. SHAFEIE, M. SHARIFI, and H. MOHAMMADI, “THE EFFECT OF SERVICE QUALITY AND CUSTOMERS’ SATISFACTION ON THEIR LOYALTY TO THE HOTELS OF KURDISTAN PROVINCE,” GEOGRAPHICAL JOURNAL OF TOURISM SPACE, vol. 8, no. 27 , pp. 111–129, 2018, [Online]. Available: https://sid.ir/paper/214199/en

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