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51498

Influence of Relationship Marketing Underpinnings on Egyptian Hotel Customer's Satisfaction and

Article

Last updated: 04 Jan 2025

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Tags

إدارة الأعمال

Abstract

The study seeks to examine the influence of service provider's attributes on relationship marketing underpinnings, which in turn result in customer's satisfaction and loyalty towards the hotel. Design/methodology/approach - A conceptual model linking service provider's attributes to relationship marketing underpinnings and the latter to exchange outcomes defined as customer's satisfaction and loyalty, was tested using structural equation modeling (SEM) on a sample of 279 hotel customers in Sharm El-Sheikh, Egypt.
Findings - The results showed that service provider's competency significantly influence relationship marketing underpinnings. On the other hand, the influence of service provider's appearance on customer's perception of commitment and conflict was not supported. Further, relationship marketing underpinnings significantly influence customer's satisfaction. Finally, customer's satisfaction significantly influencescustomer's loyalty towards the hotel. Implications - The empirical evidence of the association between service provider's attributes, relationship marketing underpinnings, customer's satisfaction, and loyalty contributes to relationship marketing literature.

DOI

10.21608/jces.2015.51498

Authors

First Name

Amira

Last Name

Sami Ahmed

MiddleName

-

Affiliation

مدرس مساعد بقسم ادارة اعمال - جامعة قناة السويس - کلية التجارة

Email

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City

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Orcid

-

Volume

6

Article Issue

ملحق العدد الرابع

Related Issue

7964

Issue Date

2015-10-01

Receive Date

2015-11-01

Publish Date

2015-11-15

Page Start

775

Page End

805

Print ISSN

2090-3782

Article File

JCES_Volume 6_Issue ملحق العدد الرابع_Pages 775-805.pdf

PDF . 774.1kB

Link

https://jces.journals.ekb.eg/article_51498.html

Detail API

https://jces.journals.ekb.eg/service?article_code=51498

Order

24

Type

المقالة الأصلية

Type Code

986

Publication Type

Journal

Publication Title

المجلة العلمية للدراسات التجارية والبيئية

Publication Link

https://jces.journals.ekb.eg/

MainTitle

Influence of Relationship Marketing Underpinnings on Egyptian Hotel Customer's Satisfaction and

Details

Type

Article

Created At

22 Jan 2023