Examining the Determinants Influencing the Relationship Between Service Quality and Customer Loyalty in Selected Hotels in Saudi Arabia

Abstract

This study explores the factors that affect the relationship between customer loyalty and service quality in selected hotels in Saudi Arabia. Given the increasing significance of customer loyalty in the competitive hospitality industry, understanding the elements that drive this relationship is essential for improving service delivery and fostering a loyal customer base. The research uses a mixed-methods approach, incorporating both quantitative surveys and qualitative interviews with hotel guests and management. Key factors analyzed include service reliability, responsiveness, assurance, empathy, and the tangible aspects of service. The findings indicate that service quality has a substantial effect on customer loyalty, with responsiveness and assurance identified as the most important dimensions. Furthermore, the study emphasizes the influence of cultural factors and personal experiences on customer perceptions. Recommendations for hotel management include specialized training programs for staff and the establishment of feedback mechanisms to consistently enhance service quality. This research adds to the existing literature on customer loyalty and service quality, offering insights relevant to the Saudi hospitality sector and beyond