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The Influence of Hotel Chain Logistics on Customer Loyalty: A Case Study in the Chinese Hospitality Sector
(2025-01-01)
Yu, Deshun
;
Rojniruttikul, Nuttawut
This study investigates the factors influencing customer loyalty within the Chinese hospitality sector, focusing on brand image, logistics communication channels, sustainability practices, transportation accessibility, and service quality. Data were collected from 385 customers with recent experiences in chain-operated hotels across various regions in China. A structured questionnaire facilitated the collection of quantitative data, which were analyzed using multiple linear regression. The results reveal statistically significant positive effects of brand image, logistics communication channels, sustainability practices, and transportation accessibility on customer loyalty. However, service quality did not demonstrate a statistically significant impact. The regression model accounts for a substantial proportion of the variance in customer loyalty, as indicated by a high R-square value (R<sup>2</sup> = 0.850). These findings underscore the importance of strategically managing these factors to enhance customer loyalty within hotel chains. While the results are specific to the Chinese hospitality industry, the core principles identified—such as the significance of brand image and logistics communication—are likely applicable to other countries and sectors. However, cultural, economic, and industry-specific factors should be considered when generalizing these findings to different contexts. This study contributes to the existing literature by providing empirical evidence on the drivers of customer loyalty in the Chinese hospitality industry and offers actionable insights for hotel chains looking to enhance their competitiveness and foster long-term customer relationships. Future research is encouraged to explore these dynamics in different cultural and industrial settings to assess the broader applicability of these results.
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An empirical analysis of factors affecting customer loyalty to sea freight forwarders in Thailand
(2019-01-01)
Narunart, Teewin
;
Panjakajornsak, Vinai
Thailand has become one of the world’s most significant production bases and therefore, must rely on international sea transportation to move cargo. The primary goal of this paper is to develop a structural equation model to examine how service quality, relationship quality, and customer satisfaction affect customer loyalty. The study sampled 2,029 subjects— company managers, service users, and freight forwarders—in three specific industries: computer and electronics components, automotive and original equipment, and agricultural products. It deployed quantitative research methods and applied a seven-point rating scale in a structured questionnaire to analyze the relationships among the variables. The findings indicate that service quality affects both customer satisfaction and relationship quality, which ultimately affect customer loyalty.
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An integrated model of customer loyalty in automobile insurance in Thailand
(2019-01-01)
Meeboonsalang, Wanngam
;
Chaveesuk, Singha
Factors influencing customer loyalty toward automobile insurance companies in Thailand were examined, and a structural equation model of variables was analyzed. A questionnaire was employed to gather primary data. Survey participants included 549 customers of automobile insurance companies in Thailand derived from multi-stage sampling. Data were analyzed using confirmatory factor analysis (CFA) and structural equation modeling (SEM). Findings revealed that service quality, brand image, and customer commitment had a positive impact on customer loyalty, with perceived value and customer trust showing a negative impact. Service quality had a strong impact on customer satisfaction, which had no direct effect on customer loyalty. Perceived value could lead to customer satisfaction. No relationship was found between the brand image and customer satisfaction.
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A development model of factors affecting customer loyalty to mobile service providers in Thailand
(2018-01-01)
Klankaew, Patcharanan
;
Saengnoree, Amnuay
The purpose of this research is to explore the model of factors affecting customer loyalty to mobile service providers of Thailand. Consequently, this study examined and analysed the causal relation factors of service quality, brand image, customer satisfaction, and switching deterrents on their loyalty. Based on previous empirical studies, this study proposes a structural model of customer loyalty and units of analysis are selected from users of 3 major mobile phone service providers, totalling 400 people. Population sampling is mobile users from the percentage of six areas in Bangkok with multi-stage sampling. A set of questionnaires is used to collect data. An analysis of structural equation modelling using AMOS 21 program is conducted to test the ten hypotheses. This paper provides development model for mobile phone service providers to manage the important influential roles of service quality, brand image and customer satisfaction effect on customer loyalty.
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Thai home improvement retailer customer loyalty: A SEM analysis
(2018-01-01)
Suebsaiaun, Atisin
;
Pimolsathean, Thepparat
The contest between ‘bricks versus clicks’, with the disruptive effect of e-commerce on traditional retail formats, is starting to be felt in Thailand. Specifically, home improvement retailers are therefore having to adapt, by creating unique online shopping experiences, which is enhanced by sophisticated electronic customer relationship management (eCRM) systems designed to capture and retain a digitally savvy Thai consumer. Seeing the critical nature if the eCRM process, the researchers undertook an analysis of the opinions of 465 consumers who shopped at one of the five top Thai home improvement retailer stores. Using LISREL 9.10 software to examine the nine hypotheses structural equation model (SEM), it was determined that all the causal factors in the model have a positive influence on customer loyalty, which can be explained by 73% of the variance in Thai home improvement retailer customer loyalty (R<sup>2</sup>). The causal variables influencing customer loyalty ranked from highest to lowest, were SERVQUAL, customer satisfaction, corporate social responsibility, and eCRM, with a total value of the influence at 0.57, 0.38, 0.29 and 0.29, respectively. Additionally, the study revealed that extreme caution was needed when social media platforms are used in marketing, as overwhelming consumers with poorly targeted, ‘spray and pray’ style marketing campaigns can generate disenfranchised consumers who unsubscribe from the marketer’s channel.
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Low-cost carrier passenger repurchase intention: A structural equation model analysis
(2017-01-01)
Vuthisopon, Sujira
;
Srinuan, Chalita
Low-cost carrier (LCC) aviation has exploded globally, which now represents 26% of all passenger seats, while in Southeast Asia LCC passengers have soared to 54%. The purpose of this research was, therefore, to develop and examine the accuracy of a structural equation model of the factors affecting repurchase intention of low-cost carrier passengers in Thailand. Convenience sampling was utilized to obtain a sample of 440 individuals from four Thai low-cost carriers, including Thai AirAsia, Nok Air, Thai Lion Air (Don Muang Airport-DMK), and Thai Smile Airways (Suvarnabhumi Airport-BKK) in 2016. To examine the study’s five latent and 22 observed variables, a 97-item survey was used. Results from the study determined the positive and significant influences that customer satisfaction has on customer loyalty, followed by electronic service quality on customer satisfaction, and customer satisfaction on repurchase intention, respectively.
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Developing and examining a model of perceived quality, perceived value and perceived risk affecting customer loyalty of environmentally-friendly electronic products
(2016-12-01)
Marakanon, Lalinthorn
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Panjakajornsak, Vinai
Customer perception is a very important factor concerning green marketing management and is viewed as a motivational construct influencing subsequent consumer behaviour. This research uses four constructs i.e. perceived quality, perceived value, perceived risk and customer loyalty in the context of environmentally-friendly electronic products in Thailand. It employs an empirical study using the questionnaire survey method to verify the hypotheses. Data were obtained from 420 consumers who bought and used environmentally-friendly electronic products, particularly mobile phones, computers and laptops, in Thailand. The data were analysed using confirmatory factor analysis (CFA) and structural equation modelling (SEM). The results showed that perceived value and perceived risk had direct effect on customer loyalty while perceived quality had no direct effect on customer loyalty. Furthermore, perceived quality had direct effects on perceived value and perceived risk. The results from the final SEM model are used to confirm the proposed relationships among the variables.
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Thai information technology customer loyalty perceptions: A structural equation model
(2015-01-01)
Pongcharnchavalit, Surachet
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Fongsuwan, Wanno
Customer loyalty is composed of many factors including customer expectations, perceived quality, perceived value, corporate image, customer satisfaction, customer trust/confidence, customer commitment and customer complaints. This study strove to investigate the influence of loyalty factors and the relationship with the Thai information technology product and service sector. Thai IGT investments were expected to grow 7.2% in 2014 over 2013 with 105,000 Wi-Fi hotspots being installed around the country. Study after study stresses the importance of ICT to a nation's prosperity, well-being and growth so the study's researchers undertook data analysis using both qualitative and quantitative research methods to examine how perceived product/service quality, customer perceived value and customer trust affect customer loyalty. The results of the study showed that the customer perception of information technology product service/quality had an indirect but positive effect on both customer trust and the perceived value of the product or service. They, in turn, had a direct effect on customer loyalty. The findings from this study foundthat information technology customers using product and/or services, regardless of the price focused on purchasing technology products with service after the sale. So, the perception of quality and the recognition of the value are necessary to provide customers with trust in the brand itself with leads to longer customer retention.
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The effect of perceived service quality on customer emotions, customer satisfaction and customer loyalty: A PLS-SEM approach towards a luxury hotel in Bangkok, Thailand
(2015-01-01)
Suwanamas, Chayuth
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Trimetsoontorn, Jirasek
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Fongsuwan, Wanno
Creating emotionally touching experiences using tangible and intangible cues is critical to attract, satisfy and retain customers. However, support for the effect of service quality on customer emotions, satisfaction and loyalty in Thai hotels is scant. Therefore, this study aims to propose and test a model that describes the relationships between perceived service quality, customer emotions, satisfaction and loyalty in a five-star hotel setting in Bangkok, Thailand. A self-selection sampling technique was used to select the sample by sending the questionnaires to the guests who stayed at the hotel, out of which 425 guests returned the completed questionnaires. Partial least squares (PLS)-based structural equation modelling (SEM) was used to analyse the collected data, assess the model and test the hypotheses. All the hypotheses were proven and our findings confirm that perceived service quality impacts customer emotions and customer satisfaction significantly and all of these jointly influence customer loyalty.
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The effect of tangible and intangible service quality on customer satisfaction and customer loyalty: A SEM approach towards a five-star hotel in Thailand
(2015-01-01)
Tamwatin, Utid
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Trimetsoontorn, Jirasek
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Fongsuwan, Wanno
Achieving success in the hospitality industry has been linked to customer loyalty and satisfaction through higher quality of services provided to the customers. However, support for the effect of tangible and intangible service quality on customer satisfaction and loyalty in Thai hotels is scant. Therefore, the aim of this paper is to investigate the effect of tangible and intangible service quality on customer satisfaction and customer loyalty in Siam Kempinski Hotel in Bangkok, Thailand. A self-selection sampling technique was used to select the sample by sending the questionnaires to the guests who stayed at the hotel, out of which 425 guests returned the completed questionnaires. Structural equation modelling (SEM) was used to analyse the collected data, assess the model and test the hypotheses. All the hypotheses were proven and the findings confirm that tangibles and intangible services influence customer satisfaction significantly and all of these jointly influence customer loyalty.

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