The moderating effect of positive word-of-mouth between service quality and customer loyalty in the hospitality sector: A PLS-SEM approach

Aim/purpose – The main objective of this research is to investigate the relationship between service quality and customer loyalty moderating effect positive word- -of-mouth on in hospitality sector, North Central Nigeria. Design/methodology/approach adopted a quantitative technique. Data were collected through survey technique Statistical Package for Social Science (SPSS) version 25.0 was used descriptive analysis. Then SmartPLS 3.3.7 em- ployed examine relations quality, loyalty, word-of-moth. Findings current study confirmed that had significant with word-of-mouth moderates relation- ship loyalty. Research implications/limitations looked at relation sector Originality/value/contribution Examination role has aided fit into literature gap. Keywords: word-of-mouth, hospitality, PLS-SEM. JEL Classification: M31, M37, Z31, Z32.