Guest satisfaction and guest loyalty study for hotel Industry

Show full item record

Redirect: RIT Scholars content from RIT Digital Media Library has moved from to RIT Scholar Works, please update your feeds & links!
Title: Guest satisfaction and guest loyalty study for hotel Industry
Author: Carev, Danijel
Abstract: Common perception by practitioners in the hotel industry today that a satisfied guest would become a repeat customer was considered as a major subject of this research. It determined the extent to which satisfaction fostered loyalty. Interviewing guests and demonstrating the expression of visual experience through photography illustrated the guests´ propensity for recommending and returning to the hotel as a repeat customer. Using a provided digital camera, participating guests were asked to photograph whatever caught their eye to illustrate the hotel as being meaningful. In examining factors such as ambience, service, as well as with the guest’s overall satisfaction with the hotel along with their loyalty behavior, this study analyzed the relationship between customer satisfaction and customer loyalty. Additionally, this study explored factors promoting guest loyalty with the purpose of proposing a method to assist hotels in identifying attributes increasing customer loyalty.
Record URI:
Date: 2008

Files in this item

Files Size Format View
DCarevThesis11-2008.pdf 666.7Kb PDF View/Open

The following license files are associated with this item:

This item appears in the following Collection(s)

Show full item record

Search RIT DML

Advanced Search