The Impact of Brand Loyalty on Variables Influencing Customer Satisfaction and Online Reviews in the Hospitality Industry
作者单位：上海交通大学
学位级别：硕士
导师姓名：Li Haigang
授予年度：2021年
学科分类：0402[教育学-心理学(可授教育学、理学学位）] 12[管理学] 120202[管理学-企业管理（含：财务管理、市场营销、人力资源管理）] 120203[管理学-旅游管理] 040203[教育学-应用心理学] 1202[管理学-工商管理] 04[教育学] 1201[管理学-管理科学与工程(可授管理学、工学学位)]
主 题：Brand Loyalty Consumer Behavior Hospitality Industry User-Generated Content e-Word-of-Mouth
摘 要：The purpose of this paper is to investigate the diverging expectations of customer groups in the hospitality industry based on loyalty towards a *** the aim to understand how these expectations and attitudes transform,this paper utilizes user-generated content from more than 5000 unique online reviews of 14 hotels around New York Times Square sourced from ***.A research framework proposes a direct positive relationship between the six independent variables(Cleanliness,Dining,Location,Service,Amenities,Value for the Money)assessed in the online reviews and the dependent variable ‘Total Score .Furthermore,four levels of loyalty(No,Low,Medium,High)are assumed to be moderators of these *** research findings suggest that ‘Service is the strongest predictor of the dependent variable,followed by ‘Value for the Money .‘Dining is the only factor that fails to moderate the ‘Total Score for the customer groups with loyalty levels of Medium and ***,a content-based analysis supports the crucial findings revealed by the *** results of this paper emphasize the significance of loyalty and its impact on satisfaction while providing valuable suggestions to find strategies supporting the production of positive user-generated content and stimulating e-Word-of-Mouth.
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