Impact of Customer Satisfaction on Customer Loyalty in Chain Hotels in Pune City

This paper has been designed to find the effect of customer satisfaction on customer loyalty. The research studies in detail the case of the customers of hotel chains. The case study underlines the fact the customers become extremely satisfied when the hotel understands all their difficulties and implements their suggestions and makes changes that matter. The study shows that retention can only be possible when the customers are committed to improve their experience.

Hotel managers of today have one common perception that satisfied guests become repeat customers. This is the major subject of this research. The Indian hospitality industry has shown phenomenal growth over a past few decades. Even after showing growth, hotels struggle to maintain customer loyalty due to various reasons. Hotel chains are centrally managed. The paper discusses the relationship between customer satisfaction and customer loyalty. This study significantly points out the nexus between the two important variables-both of which are necessary for the profitability and brand value of the hotel.

It was found that is a positive correlation between customer satisfaction and hotel chains. Thus, in order to make sure that the customer revisits, it is not only one or two aspects of service quality, but overall customer satisfaction about the quality, location and other aspects of the hotel that create and maintain loyal customers.

It is very well known to us that there is a very less amount of literature available on the said theme. The case study collects important primary data and makes useful contribution by providing original findings of the study that explain the positive relationship of customer satisfaction and customer loyalty.