Correlation of Service Quality, Customer Satisfaction, Customer Loyalty and Life Style at Hot Springs Hotels
نویسنده
چکیده
Taking Lushan Hot Springs Recreational Area as an example, this research explores the relationship between hot springs hotels’ service quality, customer satisfaction, customer loyalty and lifestyle. Research outcomes indicate that hot springs hotel operators need to enhance customer satisfaction in order to improve customer loyalty directly or enhance service quality in order to improve customer loyalty indirectly to enhance profitability and sustain operations. Because customers of different lifestyles differ in every dimension, hot springs hotel operators can segment the market via lifestyle variables and undertake different strategies in response to the service quality and customer satisfaction factors valued by the target market segment in order to attain the goal of enhancing customer loyalty and corporate
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