A Study on the Relationship between Five-star Hotel Service and Customer Loyalty in Xian, China.

Abstract

The intensity of competition in hotel industry has gone to next level driven by the globalization. In this context, the hotel managers are necessary to find ways to develop special products and services to enhance their competitive edge in the hotel industry. As a result, it is very crucial that to revealwhat factors will determine the satisfactionlevelof the customer and the results are very valuablefor the hotels managers to enhance the loyalty of theircustomers. In this study the researcher will conduct a survey to disclose the factors that affect customer loyalty in the hotel industry, specifically the five star hotels in Xian, China. This study analyzes the relationship between customer satisfaction and customer loyalty, examines the impact of the atmosphere, the service, and the guests' overall satisfaction with the hotel. In addition, the study explores the factors that promote customer loyalty, with the aim to propose an avenue to help hotels identify the attributes that can strengthen the customers’ loyalty.