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Impact of hotel service quality on the loyalty of customers

2016; Taylor & Francis; Volume: 29; Issue: 1 Linguagem: Inglês

10.1080/1331677x.2016.1177465

1848-9664

Edmundas Jasinskas, Dalia Štreimikienė, Biruta Švagždienė, Artūras Simanavičius,

Consumer Behavior in Brand Consumption and Identification

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 the determination of customer's loyalty level stage, applied in loyalty research. The results of research have revealed that the conformity of expected quality with the quality experienced has a significant influence on the customer's loyalty. The hotels, in order to increase the competitive ability and to obtain a higher number of loyal customers, should firstly make the expectations of customers coincide with the offered service quality.