This study aimed at identifying the determining factors of service quality on customer satisfaction and loyalty towards hotel industry in UAE. This study has investigated the different dimensions of service quality that impact customer satisfaction and customer loyalty in UAE hotels. For this research, primary data were used to identify the dimensions of service quality that impact customer satisfaction and customer loyalty. The use of primary data enabled the researcher to measure all the dimensions. This study is significant in the sense that it will allow the understanding of the concept and framework of the impact of service quality on customer satisfaction and customer loyalty that takes into account the comparative nature with conventional business. This will also support and enrich theory and model of service quality in UAE’s business environment. Finally, this will generate greater awareness among UAE hotel industry on the importance of service quality and its effectiveness. Moreover, systematically reviewing the customers’ feedbacks, decision makers might examine all the important aspects in order to determine the most appropriate decisions and actions to satisfy the customers with an aim to retain them. Hence, the deliberate structure of the management process will force hotel employees to examine relevant variables in deciding what to do and how to do it. In conclusion No doubt UAE is one of the leading countries in hotel industry but still there is lack and gap which they need to fulfil by doing many workshop as well as by proper training to the employee which will result in achieving customer satisfaction.

This paper aims to investigate the direct and indirect effects of service quality and customer satisfaction on customer loyalty in the hotel service industry. It proposes to confirm a theoretical model which has not been identified in the literature within the spectrum of the hotel industry in Indonesia. A quantitative methodology was used in this study. 182 respondents of hotel customers in Indonesia were used to gather information about their perception of service quality, customer loyalty and satisfaction. PLS-SEM was used to analyse the collected data and to specify the Structural Equation Modelling (SEM) of the hypothesised model. The results revealed that SERVQUAL affects positively on customer satisfaction and customer loyalty. Similarly, the testing showed the positive effect of customer satisfaction on customer loyalty. A significant mediation effect of customer satisfaction was found on the relationship between SERVQUAL and customer loyalty. Therefore, the proposed model helps the hotel operator in developing their customer service development program to enhance customer's satisfaction and loyalty to increase the profitability of the industry. This research contributes to hotel service industry by confirming the proposed structural model and offering insights about the customer perception, which helps hotel operators to more successfully incorporate the service quality to build customer loyalty and achieve customer satisfaction.

This research explains customer satisfaction' influences on actual loyalty and retention strategies through a marketing literature. How customer satisfaction contributes to customer loyalty and retention has been analysed in the perspective of some conceptual theories, paradigms and paradox such as expectancy-disconfirmation, brand love, interpersonal attachment and service recovery. Using this framework, those concept’s components, stages, types and factors have been regarded in the marketing literature to comprehend the association between customer satisfaction and the dual of loyalty and retention.

This paper attempts to reveal the relationship between service quality, customer satisfaction and customer loyalty of the hotel sector in Bangladesh. A total of one hundred native and international tourists are selected for this study. The self-employed form survey was used to gather information from the respondents by using SERVQUAL model. Data has been analyzed by using SPSS version-22. The relationship between the variables was studied by applying Pearson Correlation analysis. Results indicate that a significant relationship exist between service quality attributes and customer satisfaction. Results conjointly revealed that service quality results in satisfying customers and customers’ satisfaction results in customer loyalty. Hotel managers should offer better services to their customers for gaining competitive advantage, and it will facilitate them to guide the market with efficiency.

The hospitality industry has witnessed an impressive growth in the recent past. However, this has also led to fierce competition resulting in an enhanced focus on customer satisfaction. This study investigates and identifies critical service dimensions for five-star hotels in United Arab Emirates (UAE). The objective of the study is to examine the intricacies of customer satisfaction and loyalty with regard to service quality in the fivestar hotels of UAE. Following a quantitative and empirical approach, the data was collected by a structured questionnaire and tested on Analytic Hierarchy H.H. Alzoubi; M. Vij; A. Vij; J.R. Hanaysha 103 Enlightening Tourism. A Pathmaking Journal, Vol. 11, No 1 (2021), pp. 102-135 ISSN 2174-548X Process (AHP). Results support the impact of service quality dimensions on both Customer Satisfaction and Customer Loyalty. The "Personal Contact” dimensions (Responsiveness and Empathy) and the "Service Performance” dimensions (Reliability and Assur...

Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both satisfaction constructs with Brand loyalty have mostly been studied separately. The purpose of this study is to explore the effects of three customer perceptions (brand image , price fairness) on customer satisfaction and Brand loyalty. A combination of a convenience and judgmental sample survey of 584 guests of three different hotels in Damascus was used to the test the hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty. Also, the factors of brand image and price fairness affect Brand loyalty. Customer perception of brand image and price fairness are almost equally to build up the satisfaction. We suggest that managers should consider price fairness as foundations to build up customer satisfaction , Brand loyalty and, also to improve brand image as an added on value for customers .

Introduction: Bolstering customer loyalty is paramount for hotel operators to propel revenue and uphold a competitive advantage. This investigation centers on the Novotel Yangon Max hotel and endeavors to comprehend the correlation between service quality, customer satisfaction, and customer loyalty. The significance of customer loyalty in the hotel industry becomes apparent, with service quality and customer satisfaction assuming pivotal roles. Methodology: The research methodology adheres to a positivist philosophy and embraces a deductive approach. Employing a survey research strategy, data is procured from 150 patrons via online and printed questionnaires. Convenience sampling is employed, and the amassed data are scrutinized using SPSS software. Results and Discussion: The analysis of the data unveils a favorable association between service quality, customer satisfaction, and customer loyalty at the Novotel Yangon Max hotel. The findings propose that elevated levels of service quality and customer satisfaction engender heightened customer loyalty. These results fortify the significance of concentrating on service quality and customer satisfaction to stimulate customer loyalty. Implications: The theoretical implications of this study reside in its contribution to the prevailing literature on service quality, customer satisfaction, and customer loyalty in the hotel industry. It bolsters the significance of these constructs and their interconnectedness, supplying empirical evidence that is specific to the Novotel Yangon Max hotel. From a practical standpoint, the findings bear significant implications for hotel operators, underscoring the necessity to prioritize service quality and customer satisfaction to amplify customer loyalty. Conclusion: In conclusion, this study underscores the significance of service quality and customer satisfaction in propelling customer loyalty at the Novotel Yangon Max hotel. The affirmative relationship between these variables accentuates the imperative for hotel operators to focus on delivering exceptional service and meeting customer expectations. The findings furnish valuable insights for strategic planning and decision-making in the hotel industry. Originality: The originality of this study lies in its particular focus on the Novotel Yangon Max hotel and its contribution to the extant literature on service quality, customer satisfaction, and customer loyalty. By probing these factors within a distinct context, the study imparts distinctive insights and empirical evidence that can augment our comprehension of customer loyalty in the hotel industry.