Md Sazzad Hossain, Gamal S. A. Khalifa & Muhammad Abu Horaira
A loyal guest has demanded value-based fairness at the time of purchasing a product or accommodation as a member or regular guest. The purpose of the paper is to examine the relationships between service disclosure, price fairness, problem-solving, system adaptation, guest behavioral loyalty, and value-based fairness in Malaysian five-star resorts. This study follows the questionnaire survey-based procedure to collect data from the resort’s guests, and 392 valid responses were collected. The analytical technique offers SEM (Structural Equation Modelling) to test the hypotheses of the model. The results found the relationships of influencing factors of guest behavioural loyalty and value-based fairness. Furthermore, guest behavioral loyalty significantly mediates between affecting factor of guest behavioural loyalty and value-based fairness. Thus, the model synthesized the links of verifying research and providing articulation of constructs on how might apply within the resort industry context. Research findings were achieved objectives simultaneously and will, assist the resort management and implement value-based fairness for the regular guest as connecting long-term relationship.
Keywords: Quality disclosure, price fairness, problem-solving, system adaptation, guest behavioural loyalty, and value-based fairness