• ISSN: 2301-3567 (Print)
    • Abbreviated Title: J. Econ. Bus. Manag.
    • Frequency: Quarterly (2013-2014); Monthly (2015-2017); Quarterly (Since 2018); Bimonthly (Since 2022)
    • DOI: 10.18178/JOEBM
    • Editor-in-Chief: Prof. Eunjin Hwang
    • Executive Editor: Ms. Fiona Chu
    • Abstracting/ Indexing:  CNKI, Google Scholar, Electronic Journals Library, Crossref, Ulrich's Periodicals Directory, MESLibrary, etc.
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JOEBM 2016 Vol.4(9): 523-527 ISSN: 2301-3567
DOI: 10.18178/joebm.2016.4.9.446

The Effects of Service Quality, Perceived Value and Price Fairness on Hotel Customers’ Satisfaction and Loyalty

Cigdem Altin Gumussoy and Berkehan Koseoglu
Abstract— Tourism in Turkey is one of the industries that has a great contribution to the economic growth of Turkey. For the continuity of its contribution, the government and hotels’ managers try to find ways to satisfy customers and become loyal ones. This study aims to reveal the determinants of hotel customers’ satisfaction and their loyalty. To do this, a research model including service quality, perceived price fairness and perceived value is developed in order to explain customer satisfaction and loyalty. A total of 346 questionnaires were collected from the customers of the hotels in the region of Alanya in Turkey. A SPSS Statistics 20 program was used to test the reliability of the answers and the relationships defined in the research model. The results are as follows: First, customer satisfaction and perceived value are the significant predictors of customer loyalty. Second, perceived value, price fairness and service quality-reliability, assurance and empathy explain customer satisfaction. Third, all the dimension of service quality has an influence on the perception of value with the hotel experiences. This study concludes with the discussion and possible future studies.

Index Terms— Hotel industry, customer loyalty, customer satisfaction, service quality, perceived value, perceived price fairness.

The authors are with the Department of Industrial Engineering in Istanbul Technical University (ITU), Turkey (e-mail: altinci@itu.edu.tr).


Cite: Cigdem Altin Gumussoy and Berkehan Koseoglu, " The Effects of Service Quality, Perceived Value and Price Fairness on Hotel Customers’ Satisfaction and Loyalty," Journal of Economics, Business and Management vol. 4, no. 9, pp. 523-527, 2016.

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