nep-tur New Economics Papers
on Tourism Economics
Issue of 2018‒09‒10
one paper chosen by
Laura Vici
Università di Bologna

  1. Investigation of Customer Loyalty in Tourism By NE?E ARAL; MINE AYDEMIR

  1. By: NE?E ARAL (Uludag University); MINE AYDEMIR (Uludag University)
    Abstract: Aim: The aim of this study is to investigate customer loyalty in the tourism sector by taking into consideration quality of service and customer satisfaction.Method: A questionnaire was applied to measure customer loyalty, quality of service and customer satisfaction. 369 customers answered the questionnaire voluntarily. Approximately 42% of customers who filled out the questionnaire were male. The data were analyzed using the structural equations modeling. Results: The customer satisfaction and quality of service have been used to explain customer loyalty. A structural equation model containing these latent variables have been constructed and estimated. The signs of the standardized coefficients have been found to be in accordance with the expectations. Quality of service has directly positively affected customer loyalty (?=0.51; p
    Keywords: Quality of service, Customer satisfaction, Customer loyalty, Tourism
    JEL: C10 L83
    Date: 2018–07

This nep-tur issue is ©2018 by Laura Vici. It is provided as is without any express or implied warranty. It may be freely redistributed in whole or in part for any purpose. If distributed in part, please include this notice.
General information on the NEP project can be found at For comments please write to the director of NEP, Marco Novarese at <>. Put “NEP” in the subject, otherwise your mail may be rejected.
NEP’s infrastructure is sponsored by the School of Economics and Finance of Massey University in New Zealand.