Abstract:

The purpose of this research is to determine the relations between the customer expectations and the customer loyalty in a five star hotel service The data is collected by the 176 questionnaires implemented to the customers of the hotel Initially the factors of customer expectations has been analyzed These factors are physical evidence courtesy reliability empathy trust and qualifications A regression analysis was used to determine the possible relations between these expectation factors and the attitudinal behavioral satisfaction A relation between these constructs has been observed as a result of the analysis Keywords: Customer Expectation Customer Loyalty and Hotel Businesses

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