An integrated framework for customer loyalty in the hotel sector

  • Elvira Tabaku European University of Tirana
  • Drita Kruja European University of Tirana
DOI: https://doi.org/10.5937/sjm14-18253

Abstract


This study explores the impact of the antecedents (i.e., service quality, image, trust, perceived value and customer satisfaction) on customer loyalty in the hotel sector. A total of 361 valid responses from a survey conducted in Albania were received. Data were analyzed using exploratory and confirmatory factor analysis and structural equation modeling. Findings suggest that service quality, image, trust, perceived value and customer satisfaction are reliable predictors of customer loyalty in the hotel sector.The results of this study can help and guide practitioners in understanding significant elements of their offer toward loyalty creation and reinforcement.

 

Author Biography

Drita Kruja, European University of Tirana

Prof. Dr. Drita Kruja finished her graduate and postgraduate studies at the Faculty of Economics in Tirana, Albania. She has carried out scientific research at the University of Bologna and Firenze , Italy; University of Social Sciences of Roskilde,Denmark; University of Applied Sciences in Bocholt and Eberswalde, Germany; Polytechnic University of Catalonia, Spain; Economics University, Prague, Czech Republic; Corvinus University of Budapest, Hungary; University of Maribor, Slovenia; Obuda University, Hungary; Sandhills Community College, USA, etc.

As a team leader and member, Prof. Dr. Kruja has worked on a number of research projects at local, national and international levels. She has authored or co-authored three university books; two book chapters published by Routledge, and has published the articles and conference papers. She is also a reviewer of many international high-impact reviews.

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Published
2018/11/13
Issue
Vol. 14 No. 1 (2019): Serbian Journal of Management
Section
Original Scientific Paper

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