Investigation of Customer Loyalty in Tourism

Ne?e Aral () and Mine Aydemir ()
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Ne?e Aral: Uludag University
Mine Aydemir: Uludag University

No 7809471, Proceedings of International Academic Conferences from International Institute of Social and Economic Sciences

Abstract: Aim: The aim of this study is to investigate customer loyalty in the tourism sector by taking into consideration quality of service and customer satisfaction.Method: A questionnaire was applied to measure customer loyalty, quality of service and customer satisfaction. 369 customers answered the questionnaire voluntarily. Approximately 42% of customers who filled out the questionnaire were male. The data were analyzed using the structural equations modeling. Results: The customer satisfaction and quality of service have been used to explain customer loyalty. A structural equation model containing these latent variables have been constructed and estimated. The signs of the standardized coefficients have been found to be in accordance with the expectations. Quality of service has directly positively affected customer loyalty (?=0.51; p

Keywords: Quality of service; Customer satisfaction; Customer loyalty; Tourism (search for similar items in EconPapers)
JEL-codes: C10 L83 (search for similar items in EconPapers)
Pages: 1 page
Date: 2018-07
New Economics Papers: this item is included in nep-mkt and nep-tur
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Published in Proceedings of the Proceedings of the 38th International Academic Conference, Prague, Jul 2018, pages 2-2

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Persistent link: https://EconPapers.repec.org/RePEc:sek:iacpro:7809471

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