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Table 2. Mean, Standard Deviation, Factor Loadings and Cronbach’s Alpha. Journal of Management in Business, Healthcare, and Education (JMBHE)

Table 2 Mean, Standard Deviation, Factor Loadings and Cronbach’s Alpha. Journal of Management in Business, Healthcare, and Education (JMBHE)

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al Empathy involves providing customers with personalised attention. It refers to the employees' ability to understand their customers' problems, act in their best interests, and treat them as individuals. | Empathy entails ensuring that the company's hours of operation are appropriate (Al-Ababneh et al., 2018; Parasuraman et al., 1985). Leninkumar (2016) investigated the relationship between service quality and customer loyalty. A finding indicated that the effects of empathy on customer loyalty were positive and significant (Leninkumar, 2016). Furthermore, hotels can significantly increase customer satisfaction and loyalty by improving their empathy skills. As a result, empathy is one of the essential factors in service quality (Hossain, 2012; Markovic & Raspor, 2010; Ndubisi, 2006). Empathy also significantly influenced customer loyalty in the healthcare sector (Siripipatthanakul & Nyen Vui, 2021). The previous literature review supported the relationship between empathy quality and customer loyalty. This study suggests the following hypothesis: H5: The nerreived emnathy in service quality is sionificagntly related to hotel eystomer
al Empathy involves providing customers with personalised attention. It refers to the employees' ability to understand their customers' problems, act in their best interests, and treat them as individuals. | Empathy entails ensuring that the company's hours of operation are appropriate (Al-Ababneh et al., 2018; Parasuraman et al., 1985). Leninkumar (2016) investigated the relationship between service quality and customer loyalty. A finding indicated that the effects of empathy on customer loyalty were positive and significant (Leninkumar, 2016). Furthermore, hotels can significantly increase customer satisfaction and loyalty by improving their empathy skills. As a result, empathy is one of the essential factors in service quality (Hossain, 2012; Markovic & Raspor, 2010; Ndubisi, 2006). Empathy also significantly influenced customer loyalty in the healthcare sector (Siripipatthanakul & Nyen Vui, 2021). The previous literature review supported the relationship between empathy quality and customer loyalty. This study suggests the following hypothesis: H5: The nerreived emnathy in service quality is sionificagntly related to hotel eystomer
Table 1. General Data Characteristics of the Respondents oes. Se Se eng ee The completed data set was coded and analysed using multiple regression analysis (MRA). The demographics of the respondents were analysed using descriptive statistics for frequency and percentage. The mean and standard deviation analyses were used to compute the results of each variable and questionnaire item. Cronbach's Alpha was used to assess the measurement's reliability. The factor analysis method was used to test for validity. Cronbach's Alpha and factor loadings are higher than 0.6 (Parsian & Dunning, 2009). The data were analysed using multiple regression analysis (MRA) and Pearson Correlation to confirm the model assumption statistically. This study made use of the SPSS-trial version.
Table 1. General Data Characteristics of the Respondents oes. Se Se eng ee The completed data set was coded and analysed using multiple regression analysis (MRA). The demographics of the respondents were analysed using descriptive statistics for frequency and percentage. The mean and standard deviation analyses were used to compute the results of each variable and questionnaire item. Cronbach's Alpha was used to assess the measurement's reliability. The factor analysis method was used to test for validity. Cronbach's Alpha and factor loadings are higher than 0.6 (Parsian & Dunning, 2009). The data were analysed using multiple regression analysis (MRA) and Pearson Correlation to confirm the model assumption statistically. This study made use of the SPSS-trial version.
Four hundred (400) respondents of hotel customers in hotels in Ubon Ratchathani completed online questionnaires, which were coded and analysed. The findings revealed that the majority of respondents were male (56.8 per cent), were single (51.5 per cent), age ranged between 31 and 35 (31.8 per cent), had a bachelor's degree (63.5 per cent), worked as a labourer (47.5 per cent), and earned between 15,001 and 20,000 baht per month (31.0 per cent). The demographics correspond with the hotel customers in Ubon Ratchathani, Thailand. Journal of Management in Business, Healthcare, and Education (JMBHE)
Four hundred (400) respondents of hotel customers in hotels in Ubon Ratchathani completed online questionnaires, which were coded and analysed. The findings revealed that the majority of respondents were male (56.8 per cent), were single (51.5 per cent), age ranged between 31 and 35 (31.8 per cent), had a bachelor's degree (63.5 per cent), worked as a labourer (47.5 per cent), and earned between 15,001 and 20,000 baht per month (31.0 per cent). The demographics correspond with the hotel customers in Ubon Ratchathani, Thailand. Journal of Management in Business, Healthcare, and Education (JMBHE)
4.3 The hotel staff are sufficient to support the hotel to perform their job. (Mean=4.06, SD=0.717) Journal of Management in Business, Healthcare, and Education (JMBHE)
4.3 The hotel staff are sufficient to support the hotel to perform their job. (Mean=4.06, SD=0.717) Journal of Management in Business, Healthcare, and Education (JMBHE)
5.5 The hotel staff listen to customers' complaints and sincerely correct their service. (Mean=4.10, SD=0.676)
5.5 The hotel staff listen to customers' complaints and sincerely correct their service. (Mean=4.10, SD=0.676)
Journal of Management in Business, Healthcare, and Education (JMBHE)
Journal of Management in Business, Healthcare, and Education (JMBHE)
Journal of Management in Business, Healthcare, and Education (JMBHE) Customer loyalty increased by 0.095 units for each unit in a change of tangibles, 0.003 units for each unit of change in reliability, 0.303 units for each unit of change responsiveness. 0.331 units for each unit of change assurance and 0.320 units for each unit of change empathy. Empathy, tangibles, responsiveness, reliability, and assurance can predict customer loyalty. Fifty-five-point-nine per cent (55.9%) of the variance of the customer loyalty was explained by combining the predicting factors (R* =0.559). According to the coefficient, the assurance value had the most influence on customer loyalty (B=0.331, p=0.000), followed by empathy ($=0.320, p=0.000), responsiveness (B=0.303, p=0.000), tangibles (B= 0.095, p=0.960), and reliability (6=0.003, p=0.117), respectively. Individually, tangibles and reliability have no significant influence on hotel customer loyalty.
Journal of Management in Business, Healthcare, and Education (JMBHE) Customer loyalty increased by 0.095 units for each unit in a change of tangibles, 0.003 units for each unit of change in reliability, 0.303 units for each unit of change responsiveness. 0.331 units for each unit of change assurance and 0.320 units for each unit of change empathy. Empathy, tangibles, responsiveness, reliability, and assurance can predict customer loyalty. Fifty-five-point-nine per cent (55.9%) of the variance of the customer loyalty was explained by combining the predicting factors (R* =0.559). According to the coefficient, the assurance value had the most influence on customer loyalty (B=0.331, p=0.000), followed by empathy ($=0.320, p=0.000), responsiveness (B=0.303, p=0.000), tangibles (B= 0.095, p=0.960), and reliability (6=0.003, p=0.117), respectively. Individually, tangibles and reliability have no significant influence on hotel customer loyalty.
** Correlation is significant at the 0.01 level (Two-tailed). Table 5. Pearson Correlation (r) Between Service Quality and Customer Loyalty Table 6. The Summary of Hypothesis Testing Results from Multiple Regression Analysis
** Correlation is significant at the 0.01 level (Two-tailed). Table 5. Pearson Correlation (r) Between Service Quality and Customer Loyalty Table 6. The Summary of Hypothesis Testing Results from Multiple Regression Analysis
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