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Journal cover: International Journal of Contemporary Hospitality Management

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Online from: 1989

Subject Area: Tourism and Hospitality

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The relationship between customer loyalty and customer satisfaction


Document Information:
Title:The relationship between customer loyalty and customer satisfaction
Author(s):John T. Bowen, (University of Nevada, Las Vegas, Nevada, USA), Shiang-Lih Chen, (University of Nevada, Las Vegas, Nevada, USA)
Citation:John T. Bowen, Shiang-Lih Chen, (2001) "The relationship between customer loyalty and customer satisfaction", International Journal of Contemporary Hospitality Management, Vol. 13 Iss: 5, pp.213 - 217
Keywords:Customer loyalty, Customer satisfaction, Database marketing, Hotels
Article type:Research paper
DOI:10.1108/09596110110395893 (Permanent URL)
Publisher:MCB UP Ltd
Abstract:Develops and implements a method for hotels to identify attributes that will increase customer loyalty. Other hotels can replicate the methodology used in this study. The study makes the uses of the hotel’s database to draw samples for both focus groups and a mail survey. Based on 564 completed surveys from hotel guests, the authors found the relationship between customer satisfaction and customer loyalty was non-linear. The authors use the data to develop internal benchmarks for the hotel based on scores that were representative of loyal customers. The study makes use of the hotel’s database to draw samples for both focus groups and a mail survey.



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