نویسندگان
1 استادیار گروه مدیریت دانشکده علوم اداری و اقتصاد ـ دانشگاه اصفهان ـ ایران
2 دانشجوی کارشناسی ارشد مدیریت ـ دانشگاه اصفهان ـ ایران
چکیده
کلیدواژهها
عنوان مقاله [English]
نویسندگان [English]
In today’s competitive world, customers are at the main focus of organizations and the customer loyalty is the main reason of acquiring competitive advantage of organizations. The aim of present research is to investigate the relationship between customer loyalty and one of its key variables, service quality. Trust and satisfaction have been investigated here as intermediate variables. This research is in descriptive category. For measurement of information, questionnaires with seven - option Likert Spectrum have been used. Residents of four and five star hotels have been used as statistical society and the volume of sample was estimated 67 with simple random sampling. Research findings revealed a significant positive relationship between service quality and customer loyalty. The findings of this research shows that trust variable and satisfaction are mediators in service quality and have a positive and significant influence on establishment of loyalty.
کلیدواژهها [English]
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