Keywords
hotel
customer
quantitative
How to Cite
Abstract
This research is to identify what is the factor that influences customer loyalit in hotel industry. There are a few objectives for this research which are to identify the relationship between tangible, reliability, responsiveness, confidence and communication toward customer loyalit. By using a questionnaire method, all 30 questionnaires complete by 30 respondents and this questionnaire is valid for further analysis this study finds that the loyalit in hotel are tangible, reliability, responsiveness, confidence and communication. From the findings, most of the factors are fairly influencing customer loyalit were identified. This study recommends more explorations in the area of hotel industry using a quantitative approach and future studies should focus on internal or psychological factor of customer satisfaction.
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