Impact of hotel service quality on the loyalty of customers

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Collection:
Mokslo publikacijos / Scientific publications
Document Type:
Straipsnis / Article
Language:
Anglų kalba / English
Title:
Impact of hotel service quality on the loyalty of customers
In the Journal:
Economic Research [Ekonomska istraživanja]. 2016, vol. 29, no. 1, p. 559-572
Keywords:
LT
Kokybė / Quality; Prekės ir paslaugos / Goods and services.
Summary / Abstract:

LTReikšminiai žodžiai: Viešbučiai; Lojalumas; Paslaugos; Kokybė; SERVQUAL metodika; Hotels; Loyalty; Services; Quality; SERVQUAL methodology.

ENThe hotel business is rapidly developing due to growing demand for such services as well as the growing opportunities for travel. As a result, hotels face demanding customers, since the requirements for quality grow with an increased use of hotels’ services, in order to increase the competitive ability of a hotel, the issue of customer loyalty is also important. The aim of this article is to assess the impact of the quality of hotel services on the loyalty of customers. In the article the original created methodology SERQUALOYL is presented, where two methodologies were adapted: SERQUAL methodology used in the research of service quality, and the methodology for the determination of customer’s loyalty level stage, applied in loyalty research. The results of research have revealed that the conformity of expected quality with the quality experienced has a significant influence on the customer’s loyalty. The hotels, in order to increase the competitive ability and to obtain a higher number of loyal customers, should firstly make the expectations of customers coincide with the offered service quality. [From the publication]

DOI:
0.1080/1331677X.2016.1177465
ISSN:
1331-677X; 1848-9664
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https://www.lituanistika.lt/content/75614
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2022-01-24 12:48:45
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