International Journal of Business and Social Science

ISSN 2219-1933 (Print), 2219-6021 (Online) DOI: 10.30845/ijbss

 

An investigation of Influencing Factors Customers’ Loyalty in a Four Star Hotel in Iran
Bahram Ranjbarian, Reza Dabestani, Elaheh Khajeh, Imaneh Noktehdan

Abstract
Customer loyalty as a vital subject in quality researches has become an essential concern for managers. The reason for this increasing concern may refer to the intense competition, particularly in service industries. So, improving customer loyalty has been one of the managers’ challenges. The current research focuses on a four-star hotel’s customers in order to investigate the factors including personalization, communication, trust and satisfaction which may influence customer loyalty. The statistical population of the research is made-up of customers of the studied hotel. The findings reveal that there are significant correlations amongst all the factors and the most significant one is customer satisfaction.

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