The Study On Service Quality Customer Satisfaction And Loyalty

Service quality is vital to the hotel industry. Especially to the high-star hotels, service quality is the key to gain the survival, reputation, market and profit. So the service quality is a key factor for the management of the hotels.On the basis of summarizing the relevant literature of service quality, customer satisfaction, customer loyalty and the PZB model, this research proposes a conceptual framework including the service tangibility, service reliability, service responsiveness, service assurance, service ampathy, customer satisfaction and customer loyalty. The empirical results are as the following:Firstly, the empirical research result shows that the service quality has positive effect on the customer satisfaction. So to the high-star hotels, the improvement of the service quality will improve the customers' satisfaction with the hotels. The empirical results also support the scholar's point that the service quality will positively affect customer loyalty.Secondly, the structual equation modeling supports the positive relationship among service quality, customer satisfaction and loyalty.Thirdly, the empirical analysis doesn't support the positive relationship between the service responsiveness and customer satisfaction and loyalty.Compared with the similar prior researches, the contributions of the research can be summarized as the following two points:Firstly, this paper proposes the conceptual framework of service quality, customer satisfaction and loyalty.Secondly, the empirical analyses show the different effects of five dimentions of service quality on customer satisfaction and customer loyalty, which will give more practical advice to the hotel managers.Finally, this paper summarizes the possible theoretical contributions and significances of the research for the practice field, the research limitations and advice for future research. It's wished that this research will be helpful for the future similar research.