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Relationship Between Guest Perceptions Of Service Quality And Customer Loyalty In The Hotel Industry In South Florida, Chen-Hsien Lin
Relationship Between Guest Perceptions Of Service Quality And Customer Loyalty In The Hotel Industry In South Florida, Chen-Hsien Lin
Graduate Student Dissertations, Theses, Capstones, and Portfolios
The chief goal hotels strive to accomplish is to satisfy and retain their customers. Previous research showed that contented hotel guests are more likely to revisit a hotel than guests who were somehow dissatisfied (Schall, 2003). South Florida is one of the most attractive destinations in the U.S. for tourists. The hotel industry in South Florida has grown rapidly in recent years to serve the increasing number of tourists. However, studies regarding the hotel industry in South Florida are limited. This study attempted to scrutinize and investigate the relationship between service quality and customer loyalty in the hotel industry in …