publication . Article . Other literature type . 2016

Impact of hotel service quality on the loyalty of customers

Edmundas Jasinskas; Dalia Streimikiene; Biruta Svagzdiene; Arturas Simanavicius;
Open Access English
  • Published: 01 Jan 2016
  • Country: Lithuania
The 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...
free text keywords: hotels ; loyalty ; services ; quality ; SERVQUAL methodology, Lithuania ; Hotels ; Loyalty ; Services ; Quality ; SERVQUAL methodology, Hotels; loyalty; services; quality; SERVQUAL methodology, Economics and Econometrics, Marketing, Business, Loyalty, media_common.quotation_subject, media_common, Customer retention, Service quality, Advertising, Conformity, Loyalty business model
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