The competitive environment in the lodging industry requires the strategic management to ensure quality experience and consequently loyalty among the customers. This study examines the relationships between service performance and attributes of hotel as well as experiential quality and brand loyalty. As the major contribution to literature, this study aims to introduce experiential quality as an important variable in the service sector. Data was collected using convenient sampling with a sample of 298 respondents comprising of the hotel guests. The findings of the study reveal that experiential quality not only has the strongest effect on brand loyalty, but also mediates the relationships between service performance as well as hotel attributes and brand loyalty. Understanding the results from this study may provide guidelines for hotel operators the differentiated marketing strategies in this intensely competitive marketing.
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In-Text Citation: (Yusof, Ahmad, Ariffin, & Mohid, 2018)
To Cite this Article: Yusof, J. M., Ahmad, N., Ariffin, S., & Mohid, F. M. M. (2018). Examining the Effects of Service Performance, Hotel Attributes and Experiential Quality on Brand Loyalty: The Case of Hotel Impiana Morib. International Journal of Academic Research in Business and Social Sciences, 8(11), 2075–2085.
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