Impact of the service quality of Turkish thermal hotel enterprises on customer loyalty

Abstract

There are numerous studies in the literature emphasizing customer satisfaction and customer loyalty in hospitality sector in general. However, the literature on thermal hotels and their quality attributes and loyalty perceptions is scant. This study set out to examine the impact of service quality of Turkish thermal hotel enterprises on customer loyalty. A questionnaire was employed to collect data. The questionnaire was administered to 1314 participants. The data obtained were using correlation and regression analysis. The results show that there is a correlation between service dimensions and customer loyalty at moderate level, which suggests that the quality of wellness services offered are influential on building loyalty.

There are numerous studies in the literature emphasizing customer satisfaction and customer loyalty in hospitality sector in general. However, the literature on thermal hotels and their quality attributes and loyalty perceptions is scant. This study set out to examine the impact of service quality of Turkish thermal hotel enterprises on customer loyalty. A questionnaire was employed to collect data. The questionnaire was administered to 1314 participants. The data obtained were using correlation and regression analysis. The results show that there is a correlation between service dimensions and customer loyalty at moderate level, which suggests that the quality of wellness services offered are influential on building loyalty.