ANTECEDENTS OF DRIVERS OF SATISFACTION IN HOTEL INDUSTRY AND ITS IMPACT ON CUSTOMER LOYALTY

Services have a major impact on National economies and have become more competitive nowadays. In the buying process for services, quality is much more difficult to access prior to purchase. Hence consumers mostly try to perceive the quality based on the price and presentation of the service provider. Especially in the hotel industry, customer satisfaction comprises of both price satisfaction and service satisfaction. To increase the customer loyalty, customer satisfaction should be the topmost priority. In the paper the researcher tries to find out the impact of price satisfaction and service satisfaction on customer loyalty. Five dimensions of services are taken to see their impact on price and service satisfaction. The impact of price and service satisfaction on customer loyalty are then finally measured