Revitalization of Service Quality to Gain Customer Satisfaction and Loyalty

@article{Akbar2010RevitalizationOS,
  title={Revitalization of Service Quality to Gain Customer Satisfaction and Loyalty},
  author={S. Akbar and A. P. M. Som and F. Wadood and Naser Jamil Alzaidiyeen},
  journal={International Journal of Biometrics},
  year={2010},
  volume={5},
  pages={113}
}
This study examines the relationships between hotel service quality failure, customer perceived value, revitalization of service quality, customer satisfaction and loyalty in the hotel industry. A quantitative technique was used to collect data in this study. A number of findings were gathered through the survey of 105 hotel guests in Penang, Malaysia. The findings indicate that hotel revitalization of service quality had positive effects on customer loyalty, while perceived value and customer… Expand
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