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International Journal of Tourism Cities
A comparative study of outcome quality, perceived value, and loyalty in four-star and five-star hotels
Yousef Keshavarz, Yuhanis Abdul Aziz, Dariyoush Jamshidi, Zeinab Ansari,
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To cite this document:
Yousef Keshavarz, Yuhanis Abdul Aziz, Dariyoush Jamshidi, Zeinab Ansari, (2019) "A comparative study of outcome quality,
perceived value, and loyalty in four-star and five-star hotels", International Journal of Tourism Cities,
IJTC-07-2018-0048
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A comparative study of outcome quality,
perceived value, and loyalty in four-star
and five-star hotels
Yousef Keshavarz, Yuhanis Abdul Aziz, Dariyoush Jamshidi and Zeinab Ansari
Abstract
Purpose – The purpose of this paper is to follow a comparative framework to investigate the effects of
outcome quality on loyalty through the mediating role of perceived value in four-star hotels and five-star hotels.
Design/methodology/approach – Following a review of the literature, some hypotheses were formulated
to examine the effects of outcome quality on attitudinal loyalty and behavioral intention through the mediating
role of perceived value. The data guiding the comparative analysis were collected from two groups of visitors
staying either in four-start or five-star hotels. The sample included 356 international tourists who stayed
overnight in four- or five-star hotels in Kuala Lumpur, Malaysia. Structural equation modeling was used to
analyze the data.