Analyzing The Role Of Service Quality Factors In Shaping Customer Loyalty In The Hospitality Industry

Abstract

Customer loyalty plays a crucial role in the long-term sustainability of the hotel industry. This empirical study investigates the impact of service quality dimensions on customer loyalty in the hotel industry using the SERVQUAL model.

A survey of 250 hotel guests was conducted in a Mathura district, covering five service quality dimensions: tangibility, reliability, responsiveness, assurance, and empathy.

Factor analysis and multiple regression techniques were employed using SPSS to examine the influence of these dimensions. The results show that reliability, assurance, and empathy significantly affect customer loyalty. These findings offer practical implications for hotel managers aiming to enhance loyalty through targeted service quality improvements.