Resumo

VIDRIO-BARON, Susana Berenice; REBOLLEDO-MENDOZA, Alma Ruth  e  GALINDO-SALVADOR, Sandra Daniela. Hotel service quality, customer loyalty and purchase intentions. Investig. adm. [online]. 2020, vol.49, n.125, 12502.  Epub 11-Set-2020. ISSN 2448-7678.  https://doi.org/10.35426/iav49n125.02.

The aim is to evaluate de direct and indirect effects of hotel quality service over purchase intentions and consumer behavior for three star hotels in selected Mexican states. Data collection involved an online survey. PLS-SEM analysis was used to validate the proposed theoretical model. Results show the direct effects of HOTELQUAL and Customer Loyalty over Purchase intention model. Findings show the strength of the indirect relationship between service quality and purchase intention through loyalty which is stronger than the direct effects. Limitations include the traveler´s time and interest in research participation as well as the communities’ permits. Results are original because of the proposal of an integrated model with three previously explored factors within a new factorial structure.

Palavras-chave : Service quality; loyalty; purchase intentions; PLS-SEM; M31; C38; C52.