---

A research study on customer satisfaction and loyalty in hospitality industry, Rajkot

---

Original Article

Author Details : Shruti Mandlik*

Volume : 10, Issue : 3, Year : 2023

Article Page : 173-178

https://doi.org/10.18231/j.jmra.2023.030

Suggest article by email

Get Permission

---

Abstract

This research paper explores the relationship between the customer satisfaction and loyalty in hospitality industry. It provides valuable insights into the factors that drive guest loyalty and offers practical implications for businesses aiming to enhance customer retention and overall profitability in this sector. In the realm of the hospitality industry, it becomes crucial to ascertain whether customers are content with the services and exhibit loyalty towards the establishment. Consequently, this research places its primary emphasis on gauging customer satisfaction and loyalty within the hospitality sector. The hospitality sector encompasses various businesses such as hotels, restaurants, and other service providers. This research study employs a descriptive research approach, utilizing a Convenience (non-random) sampling technique with a sample size of 100 customers from the hospitality industry Rajkot. Data collection involves the use of questionnaires, and subsequent analysis involves the application of Chi-square tests. The research is grounded in a conceptual model that demonstrates the interconnectedness of customer satisfaction, customer trust and customer loyalty. In summary, the data highlights the significance of various factors impacting customers' hotel choices. It emphasizes occasional visits driven by positive experiences and loyalty programs. To succeed, hotels must prioritize meeting customer preferences and providing enticing amenities.

Keywords: Hospitality, Customer satisfaction, Customer loyalty, Customer retention

How to cite : Mandlik S, A research study on customer satisfaction and loyalty in hospitality industry, Rajkot. J Manag Res Anal 2023;10(3):173-178

This is an Open Access (OA) journal, and articles are distributed under the terms of the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 License, which allows others to remix, tweak, and build upon the work non-commercially, as long as appropriate credit is given and the new creations are licensed under the identical terms.