Journal of Management Information and Decision Sciences (Print ISSN: 1524-7252; Online ISSN: 1532-5806)


The impact of emotion, convenience, and customer satisfaction towards customer loyalty: Evidence from Jordanian five star hotels

Author(s): Imad Al Muala, Ghaith Abdulraheem Ali Alsheikh, Feras Alnasr

In today's world, the hotel sector is growing at a rapid pace and is becoming a worldwide industry. With intense competition, it is important for five stars hotels to be able to retain their customers and the understanding towards factors influencing customer loyalty seems to be paramount. The study examined four major predictors of customers' loyalty namely emotion and convenience. Besides, customers' satisfaction was postulated to mediate the relationship between emotion and convenience and loyalty. A survey of 371 gusts of Sheraton, Le Meridian, and Marriot in Jordan shows supports all of the hypothesized relationships in the study. The findings showed that emotion and comfort were found to be significantly linked to customer loyalty. Customer satisfaction, on the other side, was shown to have a partial mediation impact on the customer loyalty relationship between emotion and comfort. In order to pick five-star hotels in Jordan, this study added to theoretical and practical knowledge by presenting information regarding determinants of consumer loyalty. As well as recommendations for potential research, the consequences of the study and guidelines for the hotel industry in Jordan were forwarded.

Get the App