MODERATING EFFECT OF CUSTOMER EXPERIENCE ON THE CONNECTION AMONG PERCEIVED SERVICE QUALITY, PERCEIVED VALUE, CUSTOMER ENGAGEMENT, IMAGE, SATISFACTION AND CUSTOMER LOYALTY IN NIGERIA: A PILOT STUDY
Muhammad Sani Gawuna Ph.D.
Volume 2 Issue 2
Abstract
The paper examined the moderating role of customer experience on the relationship between perceived service quality, perceived value, customer engagement, image, customer satisfaction and customer loyalty in the context of hotels in Kano state Nigeria. This pilot study is directed towards finding the reliability and validity of the research instrument that will subsequently be used in the main study. The study merged some well-known marketing constructs such with some emerging ones such as customer engagement, customer experience and perceives value in a unified framework to predict loyalty. A sample of 125 hotel guests was used in the study, 100 filled questionnaires were found to be appropriate for analysis. The instrument was thoroughly scrutinized by some scholars and industry expert where valuable suggestions were given, and adhered to accordingly. The results of the reliability test showed that all the variables have achieved the required values. Keywords: Customer Engagement, Image, Customer Experience, Perceived Value, Customer Satisfaction,
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