The Effect of Service Quality on Satisfaction and Loyalty in Menara Lexus Hotel Medan
Abstract
Hotel is a form of service business where as a service industry every hotelier will try its best to give the finest services to the guests. In other words, the strength of this business is the way hoteliers offer the finest services to their guests so that there is a satisfaction relationship amongst service providers and customers, since the lack of services will decrease the number of customers as well as customers’ loyalty. In addition to that, this will also cause customer switching to other providers with higher quality of services. The aim of this research is to investigate and analyze the effect between service quality on the customer satisfaction and loyalty.
Keywords: service quality, satisfaction, loyalty
References
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