Impact of hotel service quality on the loyalty of customers
LTReikšminiai žodžiai: Viešbučiai; Lojalumas; Paslaugos; Kokybė; SERVQUAL metodika; Hotels; Loyalty; Services; Quality; SERVQUAL methodology.
ENThe 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. [From the publication]
- Economic contribution of sports event: analysis of Eurobasket 2011 example / Mindaugas Balčiūnas, Edmundas Jasinskas, Eva Koišová. Transformations in business & economics. 2014, vol. 13, no. 2 (32), p. 41-54.
- Evaluation of service quality in fitness centres / Edmundas Jasinskas, Diana Rėklaitienė, Biruta Švagždienė. Transformations in business & economics. 2013, vol. 12, no. 1 (28), p. 108-124.
- Pardavimų skatinimu pagrįstas vartotojų lojalumo formavimas : disertacija / Lina Pilelienė. Kaunas : Vytauto Didžiojo universiteto leidykla, 2008. 194, [25] p.
- Paslaugų kokybės vertinimas viešbučių versle / Remigijus Kinderis, Linas Žalys, Irina Žalienė. Ekonomika ir vadyba: aktualijos ir perspektyvos. 2011, Nr. 1 (21), p. 86-100.
- The Relations between consumer perceived value and loyalty / Regina Virvilaitė, Žaneta Piligrimienė, Aušra Kliukaitė. Transformations in business & economics. 2015, vol. 14, no. 1 (34), p. 76-91.
- Vartotojų lojalumo stadijų nustatymo modelis / Arvydas Bakanauskas, Lina Pilelienė. Organizacijų vadyba: sisteminiai tyrimai. 2008, Nr. 48, p. 7-21.
