The effects of transaction-specific satisfactions and integrated satisfaction on customer loyalty
Author(s)
Lai, Ivan Ka Wai
Author(s)
Gao, W. B.
Date Issued
2015
Publisher
Elsevier
Journal
International Journal of Hospitality Management
Volume
44
Start page
38
End page
47
Abstract
Integrated resorts provide different leisure services including casinos, hotels, food and beverage (F&B), and shopping. Tourists staying in an integrated resort would experience a wide range of transactional services. This study aims to investigate the relative influence of each transactional service on the level of integrated satisfaction within an integrated resort and their effects on customer loyalty. Partial least squares analysis is used to analyze the data collected from 601 tourists in Macau. The main findings are as follows: integrated satisfaction is influenced by transaction-specific satisfactions in different levels; integrated satisfaction has a strong direct influence on customer loyalty; and integrated satisfaction has a fully mediating effect on F&B satisfaction/customer loyalty, a partially mediating effects on hotel and casino satisfaction/customer loyalty, and a partially mediating and moderating effect on shopping satisfactions/customer loyalty.
SFU Affiliated Publication
Yes
Availability at SFU Library
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