CUSTOMER RETENTION AND LOYALTY AS AN INDICATOR OF SERVICE QUALITY IN LUXURY HOTELS

DOI: https://doi.org/10.5281/zenodo.20197046

Authors:

Syed Najmus Saqib, Dr. Frahat Mohsin

Keywords:

customer retention, customer loyalty, service quality, luxury hotels

Abstract:

Customer satisfaction, retention, and loyalty depend on providing high-quality service, especially in the hotel industry. Researchers and practitioners agree that service quality is an elusive and abstract concept that is difficult to define and measure. Customer retention is the ultimate goal of all hotels in service-oriented industries such as hospitality. Furthermore, it is increasingly recognized that customer loyalty is more important than customer satisfaction in determining the success of a business. Furthermore, a rise in market competition has created a new challenge due to the increasing sophistication of customer demands. As an indicator of the quality of service in luxury hotels in Delhi, the current study aims to investigate the variables of customer retention and loyalty. An open-ended questionnaire will be used in this study to assess customer retention, customer loyalty, and the quality of service in luxury hotels. As the questions are open-ended, SPSS can be used for text analysis with machine learning. In addition to helping future researchers, the findings of this study can also assist hospitality industry organizations in improving the level of service they provide to their customers.

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