Swedish Hotel Service Quality and Loyalty Dimensions

Abstract

Relationship marketing is widely accepted as the most successful way to build customer loyalty and competitive advantage in a mature, competitive market. The study investigates customer loyalty programmes within the context of service quality in Swedish hotels using an online questionnaire survey. Five service quality factors were identified: technical, functional, environmental, technological convenience and technological product dimensions, which supports the Northern European service quality model with the addition of technological dimensions. Five loyalty programme factors were also established and factor scores were mainly undifferentiated on the basis of socio-demographic and behavioural variables. The implications of the results are discussed and recommendations for further research are made.

Citation

Schofield, P. and Katics, N. (2006), "Swedish Hotel Service Quality and Loyalty Dimensions", Chen, J.S. (Ed.) Advances in Hospitality and Leisure (Advances in Hospitality and Leisure, Vol. 2), Emerald Group Publishing Limited, Leeds, pp. 123-157. https://doi.org/10.1016/S1745-3542(05)02007-2