Impact of Service Quality and Price Fairness on Consumer Loyalty: The Moderating Role of Information Literacy

Purpose: Using data from 200 hotel guests in Multan, Pakistan, this research aims to evaluate the influence of service quality and pricing fairness on consumer loyalty while moderating the role of information literacy. Design/Methodology/Approach/Findings: The findings are estimated using partia...

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Autores principales:	Muhammad Adnan, Samia Zarrar, Kamran Zafar
Formato:	article
Lenguaje:	EN
Publicado:	CSRC Publishing 2021
Materias:	Service Quality Price Fairness Consumer Loyalty Information Literacy PLS Finance HG1-9999
Acceso en línea:	https://doaj.org/article/7972138bf0f648ff83bd79da1f490f16
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spelling	oai:doaj.org-article:7972138bf0f648ff83bd79da1f490f162021-11-30T06:34:31ZImpact of Service Quality and Price Fairness on Consumer Loyalty: The Moderating Role of Information Literacy10.26710/jafee.v7i4.19172519-03182518-8488https://doaj.org/article/7972138bf0f648ff83bd79da1f490f162021-12-01T00:00:00Zhttp://publishing.globalcsrc.org/ojs/index.php/jafee/article/view/1917https://doaj.org/toc/2519-0318https://doaj.org/toc/2518-8488 Purpose: Using data from 200 hotel guests in Multan, Pakistan, this research aims to evaluate the influence of service quality and pricing fairness on consumer loyalty while moderating the role of information literacy. Design/Methodology/Approach/Findings: The findings are estimated using partial least square (PLS). The variables service quality, pricing justice, and information literacy are all positively and substantially connected to customer loyalty, according to PLS estimations. Because the link between service quality and customer loyalty is statistically significant, the results of the moderated regression demonstrate that information literacy positively moderates it. On the other hand, while the link between price fairness and customer loyalty is statistically significant, the variable information literacy acts as a negative moderator. Implications/Originality/Value: Hotel management are advised to invest in and increase the quality of service. Managers must maintain control of all activities related to the concept of quality from the bottom to the top of their business. Muhammad AdnanSamia ZarrarKamran ZafarCSRC PublishingarticleService QualityPrice FairnessConsumer LoyaltyInformation LiteracyPLSFinanceHG1-9999ENJournal of Accounting and Finance in Emerging Economies, Vol 7, Iss 4 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	Service Quality Price Fairness Consumer Loyalty Information Literacy PLS Finance HG1-9999
spellingShingle	Service Quality Price Fairness Consumer Loyalty Information Literacy PLS Finance HG1-9999 Muhammad Adnan Samia Zarrar Kamran Zafar Impact of Service Quality and Price Fairness on Consumer Loyalty: The Moderating Role of Information Literacy
description	Purpose: Using data from 200 hotel guests in Multan, Pakistan, this research aims to evaluate the influence of service quality and pricing fairness on consumer loyalty while moderating the role of information literacy. Design/Methodology/Approach/Findings: The findings are estimated using partial least square (PLS). The variables service quality, pricing justice, and information literacy are all positively and substantially connected to customer loyalty, according to PLS estimations. Because the link between service quality and customer loyalty is statistically significant, the results of the moderated regression demonstrate that information literacy positively moderates it. On the other hand, while the link between price fairness and customer loyalty is statistically significant, the variable information literacy acts as a negative moderator. Implications/Originality/Value: Hotel management are advised to invest in and increase the quality of service. Managers must maintain control of all activities related to the concept of quality from the bottom to the top of their business.
format	article
author	Muhammad Adnan Samia Zarrar Kamran Zafar
author_facet	Muhammad Adnan Samia Zarrar Kamran Zafar
author_sort	Muhammad Adnan
title	Impact of Service Quality and Price Fairness on Consumer Loyalty: The Moderating Role of Information Literacy
title_short	Impact of Service Quality and Price Fairness on Consumer Loyalty: The Moderating Role of Information Literacy
title_full	Impact of Service Quality and Price Fairness on Consumer Loyalty: The Moderating Role of Information Literacy
title_fullStr	Impact of Service Quality and Price Fairness on Consumer Loyalty: The Moderating Role of Information Literacy
title_full_unstemmed	Impact of Service Quality and Price Fairness on Consumer Loyalty: The Moderating Role of Information Literacy
title_sort	impact of service quality and price fairness on consumer loyalty: the moderating role of information literacy
publisher	CSRC Publishing
publishDate	2021
url	https://doaj.org/article/7972138bf0f648ff83bd79da1f490f16
work_keys_str_mv	AT muhammadadnan impactofservicequalityandpricefairnessonconsumerloyaltythemoderatingroleofinformationliteracy AT samiazarrar impactofservicequalityandpricefairnessonconsumerloyaltythemoderatingroleofinformationliteracy AT kamranzafar impactofservicequalityandpricefairnessonconsumerloyaltythemoderatingroleofinformationliteracy
_version_	1718406756902633472

Impact of Service Quality and Price Fairness on Consumer Loyalty: The Moderating Role of Information Literacy

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