Understanding the influence of service quality on customer loyalty in the hospitality industry: A structural equation modelling approach

Abstract

Obtaining customer loyalty is of the utmost importance in the fiercely competitive environment of the hostel assiduity. To create effective tactics and keep a devoted clientele, hospitality associations must have a thorough understanding of the elements that affect client loyalty. The main goal of this study is to investigate the connection between customer loyalty to the hostel and service quality, particularly customer happiness and trust. This study uses Structural Equation Modeling (SEM) with the SPSS to explore the nuanced link between several service quality components and their influence on customer loyalty. The results of this study significantly support hospitality service directors and marketers in their efforts to boost customer loyalty and improve overall service performance. The research's findings provide nonprofit organizations with invaluable insight, enabling them to improve client loyalty and create powerful marketing plans. To improve client experiences and promote loyalty, businesses should invest funds and develop well-informed decisions. This can be done by showcasing an awareness of the elements that have a big impact on customer loyalty. By providing empirical support for the variables that affect consumer loyalty, the study adds also add to the body of knowledge already existing in the hospitality industry.