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Effect of hotel overall service quality on customers’ attitudinal and behavioural loyalty: perspectives from Zimbabwe

Effect of hotel overall service quality on customers’ attitudinal and behavioural loyalty: perspectives from Zimbabwe

Purpose – This study examines the influence of service quality, satisfaction, trust, value, and commitment on hotel customers’ attitudinal and behavioural loyalty. Design/Methodology/Approach – Data was collected from 234 customers in Harare, Zimbabwe’s commercial capital who were served from five s...

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Bibliographic Details
Main Authors: Brighton Nyagadza, Gideon Mazuruse, Asphat Muposhi, Farai Chigora
Other Authors: Department of Marketing, Marondera University of Agricultural Sciences and Technology, Marondera, Zimbabw
Format: research article
Language:English
Published: Emerald Publishing Limited 2022
Subjects:
Attitude
Behaviour
Hotel
Commitment
Loyalty
Service quality
Satisfaction
Trust
Value
Online Access:https://cris.library.msu.ac.zw//handle/11408/5313
https://doi.org/10.1108/TRC-12-2021-0026
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https://cris.library.msu.ac.zw//handle/11408/5313
https://doi.org/10.1108/TRC-12-2021-0026