ISO 9001:2015

INSPIRA-JOURNAL OF MODERN MANAGEMENT & ENTREPRENEURSHIP(JMME) [ Volume 06 No. 01 January, 2016 ]

Satisfaction Of Customers Towards Brand Equity And Brand Loyalty?With Special Reference To Hotel Industry

Dr. Neha Sharma, Avni Sharma

In the hotel services brand plays a vital role in global hotel industry. The dramatic shift in the trends of hotel services particularly in developed countries. Satisfaction of consumers in hotel services is influence on the repeated loyalty to organization. Loyal customers are satisfied with present product and services at the same time company has to satisfy future expectations before competitors’ products. Satisfaction depends upon how you retain the loyal customers with all service dimensions and introducing new products and services to attract in the future and growth of the business This study investigates the relationship between brand loyalty and brand equity influence on consumer satisfaction. This study focus on the relationship between customer-based brand equity and brand loyalty related to hotel industry. Based on 150 sample respondent’s data was collected for the study and statistical package spss 19 version was used to analyze the data .ANOVAs Test have been used for statistical Analysis and the five dimensions of brand equity such as physical quality, staff behavior, ideal self-congruence, brand identification and lifestylecongruence— are found to have positive impact on consumer satisfaction. The findings of the study suggest that consumer satisfaction less influence the effects of staff behavior, ideal self-congruence and brand identification on brand loyalty. The effects of physical quality and lifestyle- congruence on brand loyalty are close related by consumer satisfaction.


DOI:

Article DOI:

DOI URL:


Download Full Paper:

Download