| Summary: | This paper analyses the influence of service quality on customer
satisfaction and loyalty. Questionnaires were used to retrieve data were
used to construct a model of structural equations to test the perception
of quality, satisfaction and subsequent loyalty of tourists. The results
suggest that the main influential variables of satisfaction were the
quality of service offered and how management dealt with complaints.
The factors that contributed most to tourist loyalty were affective
commitment, satisfaction, price, complaint management and the image
of the hotel itself. The findings highlight factors that can be used as
indicators of how managers can generate added value for their
customers.
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