Abstract
Service quality, customer satisfaction and price are important selection criteria for the guest and key determinants of post-purchase behavior such as word-of-mouth and repurchase. Using structural equation modelling, the authors of this study investigate the drivers of service and price satisfaction, and the impact of service and price satisfaction on loyalty. The results show that the four dimensions of service quality differ in their relative importance as drivers of service satisfaction and as drivers of price satisfaction, and that price satisfaction and service satisfaction influence guest loyalty to a different extent. These findings have some interesting practical implications which are discussed in the final section of the paper.