The Impact of Service Quality on Customers Loyalty: A Study on five stars hotel’s customers in Riyadh, KSA

Abstract

This study aims to determine the impact of service quality (quick responsiveness, empathy and tangibility) on customers loyalty in five stars hotels . To achieve the objectives of the study , a questionnaire was developed and distributed. The study population consists of all hotels customers in Riyadh, and convenience sample was selected after pilot study. 500 questionnaire were distributed , 333 were recalled which representing (70%) of the sample. The study finds that there is a strong impact of service quality (quick responsiveness, empathy and tangibility) on customers loyalty in five stars hotels in Riyadh. Based on the above mentioned results, a set of necessary recommendations was formulated, which enable the hotels to strengthen the relationship between perceived service quality and customers loyalty. Providing services close to their expectations, employees training, and strengthen the culture of service quality are key factors.

Key words: quality, customer loyalty, hotels, KSA.