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Rather, Raouf Ahmad
- Understanding the Customer Experience: An Exploratory Study of "A" Category Hotels
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Authors
Affiliations
1 Kathua Campus, University of Jammu, Jammu & Kashmir, IN
2 The Business School, University of Jammu, Jammu & Kashmir, IN
1 Kathua Campus, University of Jammu, Jammu & Kashmir, IN
2 The Business School, University of Jammu, Jammu & Kashmir, IN
Source
International Journal on Customer Relations, Vol 3, No 2 (2015), Pagination: 21-31Abstract
This study explores the customers’ experience by examining an empirical data of "A" category hotel customers. The purpose of this study is to examine the interrelationships among the customer experience, customer satisfaction, and customer commitment in the context of "A" category hotels of Jammu and Kashmir, India. The data were collected, using convenient sampling method, from 175 tourists/customers comprising 99 national and 76 foreign tourists of "A" category hotels located in four different tourist cities of Jammu and Kashmir, namely Gulmargh, Srinagar, Phalgam, and Jammu. After reliability and validity, the data were analysed using exploratory factor analysis, correlations, and regression analysis.The result from the findings suggests that the dimensions of customer experience influences customer satisfaction and customer satisfaction in turn, influences commitment. The study establishes positive and significant relationships among customer experiences dimensions, customer satisfaction, and customer commitment. Further, it provides directions to hospitality service providers in creating, enhancing, and maintaining satisfaction and commitment through customer experience so as to sustain competitive advantage.Keywords
Customer Experience, Customer Satisfaction, Customer Commitment.
- Customer Experience in Indian Hospitality Sector:An Empirical Study
Abstract Views :336 |
PDF Views:0
Authors
Affiliations
1 The Business School, University of Jammu, Jammu & Kashmir, IN
1 The Business School, University of Jammu, Jammu & Kashmir, IN
Source
International Journal on Customer Relations, Vol 6, No 2 (2018), Pagination: 14-26Abstract
Creating excellent customer experiences has become a key objective in contemporary hospitality industry. The purpose of this paper is to investigate the influence of customer experience on customer memories and loyalty. The data has been collected from 170 respondents within four and five star hotels by using convenience sampling technique. After reliability, the data were analyzed using mean values, standard deviations, correlations, simple and multiple regression analyses. The result from the finding suggests that the customer experience influences customer memories and loyalty. The paper examines the relationships amongst customer experiences, memories, and loyalty, which will be of immense use for the marketing practitioners. This research is vital, as the results should be used in improving marketing strategies to create, manage, and control customer experiences. They can help marketers to know how to understand customer differences whilst implementing segmentation, promotional, and positioning strategies that ultimately contribute to their memories and loyalty. The paper makes contributions towards new knowledge and understanding the customer experience management and can be used for managerial decision-making.Keywords
Customer Experience, Memories, Loyalty, Hospitality Industry.References
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