CFA Model and Service Quality, Customer Satisfaction and Loyalty: The Example of Four and Five Star Hotel Restaurants in Jordan

CFA Model and Service Quality, Customer Satisfaction and Loyalty: The Example of Four and Five Star Hotel Restaurants in Jordan

The aim of this research is to investigate the relationships between service quality, customer satisfaction and loyalty in a hotel restaurant context. The sample consisted of430 respondents who stayed atfour- and five-star hotels in Jordan. A structured questionnaire, with a five-point Likert scale a well as a confirmatory factor analysis (CFA) and structural equation modelling (SEM) were used to analyse the casual relationships between service quality, customer satisfaction, and customer loyalty to evaluate the hypotheses regarding relationships among model constructs. All the hypotheses developed in the study were positively confirmed, reinforcing the theory and previous research on this field. The study also reveals interesting implications in service quality, satisfaction, and customer loyalty which is useful to academics and practitioners. Managers will find this research helpful in better understanding these variables and their roles on their hotels. This study could not be generalized widely to other locations or countries.