Examining the effect of perceived service quality on customer loyalty and the mediating role of perceived value : a pls-sem approach towards luxury hotels in Algeria

Abstract EN

The purpose of this study is to examine the effect of perceived service quality on customer loyalty in the context of hotels.

It suggests that perceived service quality positively affects customer loyalty and that perceived value mediates the association between perceived quality and loyalty.

Based on empirical data collected via a questionnaire from 100 regular customers of 4 and 5 stars hotels in Algeria, PLS-SEM was used to examine these relationships.

Results confirm the hypotheses and support the extant theory.

Finally, the implications for hotel managers are discussed.