A conceptual model of perceived value and consumer satisfaction: a survey of Muslim travellers' loyalty on Umrah tour packages

Siti Hasnah Hassan, Amin Maghsoudi, Nurul Illiyani Mohd Nasir

Research output: Contribution to journalArticleScientificpeer-review

Abstract

The global religious travel's market is growing tremendously as travelling is now becoming easy and cheap. However, there has been scant literature studying traveller's behaviour toward religious tourism, despite the fact that this sector is growing as the numbers of Muslim travellers are increasing each year. This paper is designed to analyse the impact of perceived value on satisfaction and loyalty toward Umrah tour package services. 190 samples were collected from Malaysian Muslim travellers visiting Mecca for Umrah and the data was analysed using the SmartPLS software. The results showed that the quality of package services and emotional values are significant predictors for the Muslim traveller's satisfaction, and this satisfaction mediates the link between perceived value and loyalty.
Original languageEnglish
Peer-reviewed scientific journalInternational Journal of Islamic Marketing and Branding
Volume1
Issue number3
Pages (from-to)215-237
ISSN2055-0944
DOIs
Publication statusPublished - 2016
MoE publication typeA1 Journal article - refereed

Keywords

  • 512 Business and Management
  • religious tourism
  • perceived value
  • Muslim travellers
  • conceptual modelling
  • customer satisfaction
  • traveller loyalty
  • Umrah tour packages
  • Mecca
  • service quality
  • emotional value

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