Danijel Carev

Abstract

Common perception by practitioners in the hotel industry today that a satisfied guest would become a repeat customer was considered as a major subject of this research. It determined the extent to which satisfaction fostered loyalty. Interviewing guests and demonstrating the expression of visual experience through photography illustrated the guests´ propensity for recommending and returning to the hotel as a repeat customer. Using a provided digital camera, participating guests were asked to photograph whatever caught their eye to illustrate the hotel as being meaningful. In examining factors such as ambience, service, as well as with the guest’s overall satisfaction with the hotel along with their loyalty behavior, this study analyzed the relationship between customer satisfaction and customer loyalty. Additionally, this study explored factors promoting guest loyalty with the purpose of proposing a method to assist hotels in identifying attributes increasing customer loyalty.

Library of Congress Subject Headings

Hotels--Customer services--Croatia--Case studies; Customer loyalty--Croatia--Case studies; Consumer satisfaction--Croatia--Case studies; Consumers--Croatia--Attitudes

Publication Date

2008

Document Type

Thesis

Department, Program, or Center

Hospitality and Tourism Management (CAST)

Advisor

Maier, Thomas

Comments

Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works. Physical copy available through RIT's The Wallace Library at: TX911.3.C8 .C37 2008

Campus

RIT – Main Campus

Download

Share

COinS