The effects of transaction-specific satisfactions and integrated satisfaction on customer loyalty

Abstract

Integrated resorts provide different leisure services including casinos, hotels, food and beverage (F&B), and shopping. Tourists staying in an integrated resort would experience a wide range of transactional services. This study aims to investigate the relative influence of each transactional service on the level of integrated satisfaction within an integrated resort and their effects on customer loyalty. Partial least squares analysis is used to analyze the data collected from 601 tourists in Macau. The main findings are as follows: integrated satisfaction is influenced by transaction-specific satisfactions in different levels; integrated satisfaction has a strong direct influence on customer loyalty; and integrated satisfaction has a fully mediating effect on F&B satisfaction/customer loyalty, a partially mediating effects on hotel and casino satisfaction/customer loyalty, and a partially mediating and moderating effect on shopping satisfactions/customer loyalty.