Relationship between Service Quality, Customer Retention and the role of Social Media- Case study Premier Inn Hotel (UK)

Ghandour, R., Bilal,J. and Mudassar, H. 2015. Relationship between Service Quality, Customer Retention and the role of Social Media- Case study Premier Inn Hotel (UK). Journal of Organizational Studies and Innovation. 2 (4), pp. 1-12.

TitleRelationship between Service Quality, Customer Retention and the role of Social Media- Case study Premier Inn Hotel (UK)
TypeJournal article
AuthorsGhandour, R., Bilal,J. and Mudassar, H.
Abstract

The aim of this research is to critically evaluate the relationship between service quality and customer retention in Premier Inn Croydon. The objectives studies the concept of service quality in relevance with its characteristics, the objectives also evaluates the significance of customer retention for an organization. The researchers have also analysed and estimated the relationship between the two determinants which are service quality and customer retention of the company Premier Inn Croydon. Researchers have used positivism philosophy, survey strategy, explanatory design and deductive approach for the assessment and evaluation of the relationship between service quality and customer retention. The researchers have employed qualitative and quantitative both type of data obtained through circulating questionnaires and conducting interviews. Through non-probability sampling method and convenience based sampling technique; the sample was of 50 customers, 50 employees and 4 managers of Premier Inn Corydon. The successful completion of this very study has uncovered some area for the future studies especially the role of social media.
Along with this, a set of recommendations are also highlighted by the study for the selected company and for the future investigators.

KeywordsSocial Media, Service Quality, Customer Retention, Electronic Word of Mouth.
JournalJournal of Organizational Studies and Innovation
Journal citation2 (4), pp. 1-12
ISSN2056-9130
2056-9122
Year2015
PublisherManagement & Business Academy
Publisher's version
License
CC BY-NC 4.0
File Access Level
Open (open metadata and files)
Web address (URL)http://www.mbacademy.org.uk/index.php/volume-2/vol-2-issue-4
Publication dates
Published2015

Related outputs

Communicating Product User Reviews and Ratings in Interfaces for e-Commerce: A Multimodal Approach
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Social media influence on the holiday decision making process in the UK (Generation Y)
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