LOYALTY VIZ-A-VIZ SERVICE QUALITY

DOI: https://doi.org/10.5281/zenodo.20197061

Authors:

Syed Najmus Saqib, Dr. Frahat Mohsin

Keywords:

Loyalty, Customer Retention, Luxury hotels, Service Quality, Customer Satisfaction

Abstract:

Customer loyalty depend on providing high-quality service, this is the goal of all service oriented industries such as hospitality. It is increasingly recognized that customer loyalty is more important than customer satisfaction in determining the success of a business. A rise in competition has created challenges due to the increasing sophistication of customer demands. This study aims to investigate the variables of customer retention and loyalty as an indicator of the quality of service in luxury hotels in Delhi. This study may assist researchers & service delivery organizations in improving the level of service their customers experience with them.

PDF