Impact of behavioral intention, corporate social responsibility and customer satisfaction on customer loyalty in the hotel sector
- Abhigyan: Management Journal From Fore
- 41(2), Jul-Sep, 2023: p.19-32
The hotel industry provides two basic things; food and accommodation. It is one of the fastest-growing industries in the service sector with the support of tourism. The purpose of the present study is to examine the relationship among the behavioral intention, corporate social responsibility, customer satisfaction, and customer loyalty in the hotel industry. The next objective is an analysis of the impact of customer loyalty on satisfaction and the behavioral intention of customers in the hotel sector. The sample size is one hundred and seventy-three. Data were collected from hotel customers who had food using a self-administered questionnaire. Smart PLS 3.0 was used for the analysis of the collected data. The quantitative assessment results showed customer loyalty, throwing light on perceptions on how customers rate hotel service and the extent of corporate social responsibility, and satisfaction of the hotel industry. – Reproduced https://papers.ssrn.com/sol3/papers.cfm?abstract_id=4591936
Corporate social responsibility, Customer satisfaction, Customer loyalty, Hotel sector