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The mediating effect of environmental policy on the relationship between satisfaction and loyalty in the hotel industry

Dimitiradis, Efstathios D. and Kamenidou, Irene and Mamalis, Spyridon and Bara, Evangelia - Zoi (2018): The mediating effect of environmental policy on the relationship between satisfaction and loyalty in the hotel industry. Published in: TOURMAN 2018 Conference Proceedings, Rhodes: Greece (28 October 2018): pp. 74-83.

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Abstract

Customer satisfaction and loyalty, according to the literature, are influenced by many factors such as perceived value, corporate image, perceived quality, trust, communication etc. This study investigates the mediating effect of environmental policy in the relationship between satisfaction and loyalty. For this purpose, empirical research on Greek hotels’ customers, with the use of a structured questionnaire, was conducted. In data analysis, the S.P.S.S 20 and LISREL software were used. The results indicate that the degree of perceived, by customers, environmental policy is not related to satisfaction, and moreover to their loyalty towards the hotel.

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