The European customer satisfaction index model: an application to the international hotel

Abstract

The purposes of this study are (1) to analyze the influence of corporate image, customer expectations, perceived quality and value on customer satisfaction and (2) to examine the relationship between customer satisfaction and customer loyalty. Through conducting a face-to-face interview, a total of 381 questionnaires were collected from tourists who were citizens of countries in European Union and stayed at international five-star hotels in Istanbul and Ankara. Structural Equation Modelling (SEM) indicates a remarkable result that the latent factors (corporate image and customer expectations) have a significant and positive influence on perception of quality-value and customer satisfaction, and positive relation between customer satisfaction and customer loyalty. As a result, the findings indicate that all factors have a significant correlation with each other.