The Impact of Relationship Quality on Customer Loyalty: SEM and Random Forest Analysis of Home Inn’s Customers

DOI

10.2991/978-94-6463-742-7_18How to use a DOI?

Keywords

Relationship Quality; Customer Loyalty; SEM; Random Forest; SHAP; Home Inn

Abstract

This study examines the impact of relationship quality (satisfaction, trust, commitment, and perceived value) on customer loyalty using data from Home Inn customers. Combining Structural Equation Modeling (SEM), Random Forest analysis, and SHAP value interpretations, the findings reveal that all four dimensions significantly and positively influence customer loyalty. Among them, commitment emerges as the most critical factor, particularly for behavioral loyalty, followed by trust, satisfaction, and perceived value. The results underscore the importance of fostering customer commitment through personalized services and value-driven strategies to enhance both attitudinal and behavioral loyalty. Future research directions include expanding cross-industry generalizations, incorporating longitudinal data, and leveraging objective behavioral metrics to further validate and enrich the findings.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Ru Dai
PY  - 2025
DA  - 2025/05/31
TI  - The Impact of Relationship Quality on Customer Loyalty: SEM and Random Forest Analysis of Home Inn’s Customers
BT  - Proceedings of the 2025 4th International Conference on Bigdata Blockchain and Economy Management (ICBBEM 2025)
PB  - Atlantis Press
SP  - 153
EP  - 165
SN  - 1951-6851
UR  - https://doi.org/10.2991/978-94-6463-742-7_18
DO  - 10.2991/978-94-6463-742-7_18
ID  - Dai2025
ER  -