Dissertation Essay Example | Topics and Well Written Essays - 10000 words - 1

Dissertation - Essay Example The findings suggest that price may be the most important determinant of customer loyalty, followed by location. Standard of service and brand name were not found to be as important in contributing to customer loyalty. Hotels are an important part of the tourism industry and with the trend to globalization, there have been an increasing number of hotels cropping up, offering a wide range of facilities to customers. Catered houses are emerging as a cost effective alternative to expensive hotels, especially since they may in some instances provide good levels of service as well, which are comparable to service levels at two or three star hotels. Within the UK, the hospitality industry is highly competitive and service levels are a vital factor in ensuring customer satisfaction with the hospitality services they receive. But customer satisfaction alone may not be adequate; rather it is customer loyalty that can prove to be cost effective and enable an organisation to gain a competitive advantage in the current global marketplace. Travel and tourism are booming today and several studies have already been carried out on the levels of passenger and hotel resident satisfaction across the globe. The impact of services and facilities available at hotels and their impact upon tourist satisfaction have also been assessed in other studies; however the number of studies that have examined the impact of these services in terms of customer loyalty are fewer. In particular, studies on customer loyalty in the context of catered houses is even less; hence this study aims to examine what are the factors likely to promote customer loyalty at a catered house and promote their repeated utilization of the services of the catered house and thereby demonstrate loyalty. This study thus aims to assess customer perception of service one catered hostel in London based upon a survey and thereby determine how likely it is that these customers could prove to be loyal customers, thereby