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@article{195272,
        author = {Anmol Dhillon and Dr. Amol Kumar},
        title = {IMPACT OF SERVICE QUALITY ON CUSTOMER LOYALTY IN LUXURY HOTELS},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {10},
        pages = {7824-7832},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=195272},
        abstract = {The high competition in the luxury hospitality industry defines the need to ensure that hotels retain customers to be viable in the market in the long term. At the core of this problem is the quality of service or how the hotel can continue to exceed or surpass the demands of its customers by offering efficient services to them, engaging with them on a personal level and adhering to professional norms of hospitality services. The given research problem is the effects of the quality of service on customer loyalty in the luxury hotels as the influence of the different dimensions of the service quality of reliability, responsiveness, assurance, empathy, and tangibles on the overall perceptions, satisfaction, and loyal behaviors of the hotel guests. Luxury hotels have been praised due to their quality facilities, fancy surroundings, and customized services to visitors.
 Nevertheless, the existence of better physical facilities is not enough to ensure the loyalty of the guests. This is the whole experience of being in a luxury hotel, especially interpersonal service of the hospitality employees, and the regularity of service delivery that reinforces customer loyalty. In case of an experience of the truly high-grade service, there are more chances that the guests will trust the hotel brand, will reappear again, and refer other people to the facility. The results of this study confirm the fact that the high quality of service has direct strong and positive impact on customer satisfaction and loyalty. Customers who feel served efficiently, with respect, and in a customized manner get positive attitudes of the hotel which later translate to returning to the hotel, positive word-of-mouth reviews and favourable online reviews. 
These aspects of loyalty enhance the hotel brand name and competitiveness in the luxury hospitality industry. Also, an excellent service quality establishes stronger emotional bonds between the guests and the hotel brand which forms the basis of the long-term business relationships on the principles of a transactional satisfaction.},
        keywords = {},
        month = {March},
        }