Factors Influencing Customers' Travel Reviews on Hotel Tourist Loyalty

Abstract

Purpose

This Study Aimed To Examine The Factors That Influence Customers’ Travel Reviews And Guest Loyalty. The Selected Study Setting Were At Two Different States In Malaysia, I.E., Kuala Lumpur And Selangor.

Methodology

Self-Administered Questionnaires Were Chosen For This Study To Collect Data From Both International And Domestic Tourists In Kuala Lumpur And Selangor. About 500 Questionnaires Were Distributed To The Tourists Through The Application Of Convenience Sampling Technique.

Main Findings

The Results Showed That Among The Factors That Influence Customer Travel Reviews On Guest Loyalty Are Review Valance, Review Variance, Review Volume, And Review Recommendation. Surprisingly, The Review Volume Is The Strongest Variable That Influences Customer Travel Reviews Towards Guest Loyalty.

Implication

The Current Study Is Beneficial For Policymakers And Hotel Managers In Malaysia. They Have A Better Understanding To Anticipate Future Marketing Strategies And Have A Better Planning To Influence Hotels Guest Loyalty.