THE IMPACT OF SERVICE QUALITY ON CUSTOMER LOYALTY AT KIM THAI HOTEL

Pham Thi Hong Nhung, Phung Thi Kim Anh

Abstract


Every hotel's satisfaction and loyalty depend on the quality of its service. As a result, the question of service quality has long been a key research topic in the hospitality business. The study used methods such as secondary data collection and processing, expert interviews to build evaluation models, customer opinion collection, and quantitative data processing to clarify the impact of service quality aspects on loyalty. The study used correlation analysis and linear regression to show how six service quality parameters influenced client loyalty when using various Kim Thai hotel services. Among them, the security element has the most influence, while the empathy factor has the least influence on consumer loyalty to the hotel service. Among them, the security element has the most influence, while the empathy factor has the least influence on consumer loyalty to the hotel service. This research serves as the scientific foundation for the hotel to use when implementing solutions that improve service quality in order to promote customer return intentions.

 

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Keywords


loyalty, service quality, empathy, assurance, price

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DOI: http://dx.doi.org/10.46827/ejsss.v9i6.1701

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