The moderating effect of positive word-of-mouth between service quality and customer loyalty in the hospitality sector: A PLS-SEM approach

Gontur Silas (), Gadi Paul Dung () and Bagobiri Esther ()
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Gontur Silas: Department of Business Education, School of Business Education, Federal College of Education, Pankshin, Nigeria
Gadi Paul Dung: Department of Business Administration & Management, School of Administration and Business Studies, Plateau State Polytechnic, Barkin Ladi, Nigeria
Bagobiri Esther: Department of Business Administration, Faculty of Management Science, Bingham University, Abuja, Nigeria

Journal of Economics and Management, 2022, vol. 44, issue 1, 266-285

Abstract: Aim/purpose – The main objective of this research is to investigate the relationship between service quality and customer loyalty and the moderating effect of positive word-of-mouth on this relationship in the hospitality sector, in North Central Nigeria. Design/methodology/approach – The research adopted a quantitative technique. Data were collected through a survey technique and Statistical Package for Social Science (SPSS) version 25.0 was used for descriptive analysis. Then SmartPLS 3.3.7 was employed to examine relations between service quality, customer loyalty, and positive word-of-moth. Findings – The current study confirmed that service quality had a significant positive relationship with customer loyalty and positive word-of-mouth moderates the relationship between service quality and customer loyalty. Research implications/limitations – The current study looked at the moderating effect of positive word-of-mouth on the relationship between service quality and customer loyalty in relation to the hospitality sector in North Central Nigeria. Originality/value/contribution – Examination of the moderating role of positive word- -of-mouth in this study has aided to fit into the literature gap.

Keywords: service quality; customer loyalty; positive word-of-mouth; hospitality; PLS-SEM (search for similar items in EconPapers)
JEL-codes: M31 M37 Z31 Z32 (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:jecman:v:44:y:2022:i:1:p:266-285:n:11

DOI: 10.22367/jem.2022.44.11

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