• SC RUKMINI

The main purpose of this study is to examine the relationship between customer satisfaction and customer loyalty in the hotel industry in Croatia. The main objectives are to develop and implement a method for hotels to identify the customer loyalty. In order to increase the number of customers and to retain the guest’s in the hotel the study is very important. The primary goal of the present study was to provide a framework for other hotels to use in replicating this research process for their own marketing research. The short-range consequences of this study were to better understand current service quality guest satisfaction, and loyalty of the hospitality industry with participant observation from visitors of a subject hotel. As a result of this study, long-range consequences were that hotels should use survey-based feedback on a continuing basis. This result helps managers make effective operational decisions. In addition, it aids managers in adjusting service system design elements and amenities so as to meet or even exceed guest demands.

Hotel; customer loyalty; e-commerce; loyalty:

"Epitopes of guest loyalty: A hypothetical deductive approach", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.7, Issue 7, page no.1584-1597, July-2020, Available :http://www.jetir.org/papers/JETIR2007197.pdf

"Epitopes of guest loyalty: A hypothetical deductive approach", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.7, Issue 7, page no. pp1584-1597, July-2020, Available at : http://www.jetir.org/papers/JETIR2007197.pdf