A Study of Customer Loyalty of Eco-friendly Hotel by ESCI Model
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Abstract
This research aimed to study factor affected to satisfaction and customer loyalty of eco-friendly hotel by ECSI model. Questionnaire was used as a tool for 400 customers for the quantitative method study. The results showed that reputation and safety, hotel’s website, and service directly affected to customer perceived value. Moreover, perceived value and customer satisfaction were mediators between the factors and customer loyalty which had got the same direction. Study discussion and research suggestion were recommended in this paper.
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