The determinants of customer retention in the hotel and resort industry

Kwek, Chhon Ling, Tang, Chun Meng, Keoy, Kay Hooi, and Wong, Kong Yew (2012) The determinants of customer retention in the hotel and resort industry. In: [Presented at the International Conference on Management, Economics and Finance], pp. 871-877. From: ICMEF 2012: International Conference on Management, Economics and Finance, 15-16 October 2012, Kuching, Malaysia.

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Abstract

Retaining customer is one of the crucial tasks for any companies to sustain in the competitive business environment, particularly in the hotel and report industry. The purpose of this research is to investigate the relationships among customer satisfaction, service quality, switching costs, and trust on customer retention in the hotel and resort industry. This study has adopted a single-informant approach and administered 300 questionnaires to customers who had stayed in Malaysian five-star hotels or resorts in Malaysia. This study followed a deductive research approach and employed a questionnaire survey method. The selection of samples was based on a convenient sampling technique. Understanding the determinants of customer retention through this study will enable the companies to formulate relevant business strategies to lock the existing customer groups.

Item ID: 40796
Item Type: Conference Item (Presentation)
Keywords: customer retention, customer satisfaction, service quality, switching costs, trust, tourism industry
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ISBN: 978-967-5705-09-0
Date Deposited: 20 Oct 2016 01:51
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1506 Tourism > 150604 Tourism Marketing @ 100%
SEO Codes: 90 COMMERCIAL SERVICES AND TOURISM > 9003 Tourism > 900399 Tourism not elsewhere classified @ 100%
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