The determinants of customer retention in the hotel and resort industry
Conference Contribution ResearchOnline@JCUAbstract
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.
Journal
N/A
Publication Name
ICMEF 2012: International Conference on Management, Economics and Finance
Volume
N/A
ISBN/ISSN
978-967-5705-09-0
Edition
N/A
Issue
N/A
Pages Count
7
Location
Kuching, Malaysia
Publisher
Global Research Agency
Publisher Url
N/A
Publisher Location
Kuching, Malaysia
Publish Date
N/A
Url
N/A
Date
N/A
EISSN
N/A
DOI
N/A