| dc.description.abstract | Now, the hotel industry has many opportunities to develop strongly in Vietnam. However, the fast development also goes hand in hand with more competition. This tendency requires Vietnamese hotel managers to find the way to keep their customers because they now have more choices for their hotel service. Making customers satisfied is necessary but not enough to compete well for a long time. Instead, hotel managers must find the way to increase loyal customers who can ensure long-term repurchase intention and recommendation. Therefore, this study was implemented to identify factors, which influence customer loyalty in hotel industry. The survey was conducted in 250 hotel guest in 5 hotels in Ho Chi Minh city. The result indicate that there are five factors which have significant impact on Customer Loyalty which are Hotel Attributes, Customer Satisfaction reception, food and beverage, housekeeping and price. The finding suggests that hotel managers should create positive hotel guests‟ perception about image attributes and improve customer satisfaction through good the performance of four aspects in hotel : receptionist, food and beverage, housekeeping and price to have consitent customer loyalty.
Key words: Customer loyalty, customer satisfaction, hotel image, hotel industry. | en_US |
