Purpose

This study aims to investigate the role of moderated mediation between innovation in service quality and customer loyalty in the hospitality industry for potential entrepreneurs in the hospitality industry.

Design/methodology/approach

The authors have collected data from customers of the hospitality industry of significant cities of Pakistan using 362 structured questionnaires. Structural equation modelling was used to find out moderated mediation between innovation in service quality and customer loyalty in the hospitality industry for potential entrepreneurs in the hospitality industry.

Findings

The results showed that the role of customer satisfaction as a mediator and the role of perceived price fairness as a moderator between service quality and customer loyalty is statistically significant. Customers are influenced by price, and it leads to their satisfaction in the hospitality industry.

Research limitations/implications

The results of this study can be used by managers of the restaurant industry to enhance customer loyalty by focusing on customer satisfaction and perceived price.

Originality/value

The evidence documented in this paper is first known to measure the role of a mediator and moderator between service quality and customer loyalty for potential entrepreneurs. This paper will add to the literature of service quality in the hospitality industry concerning the role of customer satisfaction and perceived price fairness for future and potential entrepreneurs.

中文翻译：

---

酒店业中服务质量和客户忠诚度方面的潜在企业家创新

目的

这项研究旨在调查接待行业中潜在企业家对服务质量创新和客户忠诚度之间的适度中介作用。

设计/方法/方法

作者使用362个结构化问卷从巴基斯坦重要城市的酒店业客户收集了数据。使用结构方程模型来找出酒店行业中潜在企业家的服务质量创新与客户忠诚度之间的适度中介。

发现

结果表明，客户满意度作为中介者的作用以及感知价格公平作为服务质量和客户忠诚度之间的调节者的作用在统计学上是显着的。客户会受到价格的影响，从而导致他们对酒店业的满意度。

研究局限/意义

这项研究的结果可以被餐饮业的管理者用来关注顾客满意度和感知价格，从而提高顾客忠诚度。

创意/价值

本文首先记录了证据，用以衡量潜在企业家在服务质量和客户忠诚度之间的中介者和调节者的作用。本文将增加有关酒店业服务质量的文献，这些文献涉及顾客满意度和感知价格公平对未来和潜在企业家的作用。