A STUDY ON THE IMPACT OF CUSTOMER LOYALTY ON CUSTOMER SATISFACTION IN HOTELS

Abstract

As an essential precedent of customer loyalty, customer satisfaction has been a focus of researchers and marketers. Some recent studies suggest that greater customer loyalty than satisfaction may be produced by customer delight. As a multiphase concept as well as a useful segmentation of clients with accompanying targeted strategies, loyalty has also become of greater interest to researchers and marketers. The main goals of this research are to understand how loyalty is influenced by customer satisfaction and delight. In marketing, a large number of studies have been carried out over the years on customer satisfaction and customer loyalty. Customer satisfaction is a key factor in the success of hotels, and it has the potential to affect customer loyalty. This paper analyzes how client loyalty primarily affects hotel customer satisfaction.