The Mediating Effect of Quality Delivery on the Relationship between Customer Satisfaction and Loyalty of Three Star Hotels

:This study aimed to investigate the mediating effect of quality delivery on the relationship between customer satisfaction and loyalty of three-star hotels of 300 customers in Davao City, Philippines. This study employed nonexperimental design utilizing descriptive correlation technique. The statistical tools used were mean, Pearson r, regression technique, and medgraph using Sobel z-test. Research instruments on quality delivery, customer satisfaction and loyalty which were pilot tested, and content validated were used as sources of data. Using Pearson r, the results revealed significant relationships between quality delivery, customer satisfaction, and loyalty of three-star hotels in Davao City. Utilizing medgraph Sobel z-test, the results of the study revealed partial mediating effect of quality delivery on the relationship between customer satisfaction and loyalty of three-star hotels. This implies that the mediating role played by quality delivery assisted in clarifying the process that was responsible for the relationship between customer satisfaction and loyalty of three-star hotels