Guest satisfaction and guest loyalty study for hotel Industry

Common perception by practitioners in the hotel industry today thata satisfied guest would become a repeat customer was considered as amajor subject of this research. It determined the extent to whichsatisfaction fostered loyalty. Interviewing guests and demonstrating theexpression of visual experience through photography illustrated theguests´ propensity for recommending and returning to the hotel as arepeat customer. Using a provided digital camera, participating guestswere asked to photograph whatever caught their eye to illustrate thehotel as being meaningful. In examining factors such as ambience,service, as well as with the guest’s overall satisfaction with the hotelalong with their loyalty behavior, this study analyzed the relationshipbetween customer satisfaction and customer loyalty. Additionally, thisstudy explored factors promoting guest loyalty with the purpose ofproposing a method to assist hotels in identifying attributes increasingcustomer loyalty.