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Journal of Quality Assurance in Hospitality & Tourism Volume 23, 2022 - Issue 3
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Research Article

Service Quality and Customer Loyalty in Ghana’s Hotel Industry: The Mediation Effects of Satisfaction and Delight

Peter Anabilaa Department of Marketing, Central University, Accra, GhanaCorrespondence[email protected]
,
Leeford Edem Kojo Ameyiborb Doctoral Student, Wits Business School, University of the Witwatersrand, Johannesburg, South Africa;c Department of Marketing, University of Professional Studies, Accra, Ghana
,
Michael Mba Alland Doctoral Student, Department of Management and MIS, University of Nicosia, Nicosia, Cyprus
&
Clemence Alomenua Department of Marketing, Central University, Accra, Ghana
Pages 748-770 | Published online: 18 Apr 2021

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John Amoah, Sulemana Bankuoru Egala, Solomon Keelson, Emmanuel Bruce, Raymond Dziwornu & Frank Agyemang Duah. (2023) Driving factors to competitive sustainability of SMEs in the tourism sector: An introspective analysis. Cogent Business & Management 10:1.
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Andrea Valenzuela-Ortiz, José-Alberto Castañeda & Jorge Chica-Olmo. (2023) Good or excellent? Factors determining online hotel ratings. A spatial approach. Journal of Hospitality Marketing & Management 0:0, pages 1-25.
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Wen-Jung Chen. (2023) Innovative Service Behaviors of Hotel Employees: An Internal Service Perspective. Journal of Quality Assurance in Hospitality & Tourism 24:4, pages 380-401.
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Hamed Gheibdoust, Shahram Gilaninia & Mohammad Taleghani. (2023) Identification and Prioritization of the Factors Influencing Service Quality in the Hotel Industry by SWARA and ARAS Methods During the COVID-19 Pandemic. Journal of Quality Assurance in Hospitality & Tourism 0:0, pages 1-23.
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Valério Souza-Neto, Tiago Savi Mondo, Lluis Mundet & Luiz Mendes-Filho. (2022) Service quality determinants in historic centers: analysis of user generated content from the perspective of the TOURQUAL protocol. Journal of Quality Assurance in Hospitality & Tourism 0:0, pages 1-30.
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Gina María Pipoli de Azambuja, Gustavo Adolfo Rodriguez Peña & Enver Gerald Tarazona Vargas. (2023) The impact of customer engagement on customer happiness. Journal of Consumer Behaviour 22:4, pages 1025-1041.
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Emmanuel Volsuuri, Ebenezer Owusu-Sekyere & Abubakari Zarouk Imoro. (2023) Quality analysis of solid waste management services in Ghana: A gap score approach. Cleaner Waste Systems 4, pages 100071.
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Tendai Douglas Svotwa, Charles Makanyeza, Mornay Roberts-Lombard & Olumide Olasimbo Jaiyeoba. (2023) A relationship marketing perspective on delight, its antecedents and outcomes in a banking context. European Business Review 35:3, pages 306-336.
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María Eugenia Rodríguez-López, Juan Miguel Alcántara-Pilar & Salvador Del Barrio-García. (2023) Satisfaction or delight? A cross-cultural study of loyalty formation linked to two restaurant types. Journal of Hospitality and Tourism Insights.
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Laurensia Baby Putri Kaiin, Pebri Yanto Panataran Naiborhu, Ratna Sari & Lianna Wijaya. (2022) Sustainability at Branchless Banking Service. Sustainability at Branchless Banking Service.
Nourhan Ah. Saad, Sara Elgazzar & Sonja Mlaker Kac. (2022) Investigating the Impact of Resilience, Responsiveness, and Quality on Customer Loyalty of MSMEs: Empirical Evidence. Sustainability 14:9, pages 5011.
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Leeford Edem Kojo Ameyibor, Peter Anabila & Yvonne Kabeya Saini. (2021) Brand positioning and business performance of alcoholic beverage firms in an emerging market context: the mediation effect of brand equity. International Journal of Wine Business Research 34:1, pages 133-154.
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Tamara Vujić, Milan Vujić, Miloš Zrnić, Tamara Gajić & Dragan Vukolić. (2022) Selected quality factors in the function of creating guests' satisfaction. Marketing 53:4, pages 276-283.
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Farheen Naz, Ayman Alshaabani, Ildikó Rudnák & Róbert Magda. (2021) Role of Service Quality in Improving Customer Loyalty towards Telecom Companies in Hungary during the COVID-19 Pandemic. Economies 9:4, pages 200.
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