Understanding the Impact of Service Quality on Customer Loyalty in the Hospitality Industry

This study explores the impact of service quality on customer loyalty within the hospitality industry, focusing on how various dimensions of service quality contribute to the long-term retention of guests. The research utilizes qualitative methods, conducting in-depth interviews with 42 respondents who shared their experiences and perceptions of service quality in various hotels. The study identifies key factors such as reliability, responsiveness, empathy, cleanliness, and technological integration that significantly influence guests' satisfaction and their decision to return to a hotel. Reliability, as a core aspect of service quality, emerged as a fundamental driver of loyalty, with guests valuing consistent and dependable service that meets their expectations. Additionally, responsiveness to guest needs, including prompt problem resolution and personalized attention, was found to enhance customer satisfaction and increase the likelihood of repeat visits. Empathy and the emotional connection between guests and hotel staff also played a crucial role, with personalized care leading to stronger guest attachment to the hotel brand. Cleanliness and the physical upkeep of the hotel were highlighted as critical factors in shaping guests' perceptions of service quality. Technological integration, when executed seamlessly, contributed to enhancing convenience and satisfaction but was found to be most effective when complementing human interaction rather than replacing it. Overall, the research concludes that service quality is a multifaceted construct that impacts customer loyalty in significant ways, suggesting that hotels must focus on these dimensions to build lasting relationships with their guests and secure long-term success in a competitive market.