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@article{194581,
        author = {Tulika Choudhury and Dr Abhinav Mishra},
        title = {The Role of Customer Satisfaction and Image in Gaining Customer Loyalty in the Hotel Industry},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {10},
        pages = {4423-4426},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=194581},
        abstract = {Customer loyalty is essential to the survival and success of the hotels. The hotel industry is a competitive business and therefore it is significant for the hotels to have an understanding of the factors that are likely to affect the repeat visitation of guests and the establishment of long term relationships with a particular brand. Of late, the hotels have realized the need to investigate into the factors that influence the guest's intention to revisit the hotel and thus strengthen the long term relationships between the guests and the brand. Therefore, this study aims at examining the factors of customer satisfaction and image of the hotel that affect customer loyalty in the hotel industry. Descriptive research with a quantitative approach has been employed in this study. Primary data were collected through a set of questionnaire given to the guests at the hotel and secondary data were obtained from literature reviews of various sources such as articles, journals, research papers, books and the internet. The study established that customer satisfaction and the image of the hotel significantly influence customer loyalty. Guests who claimed to be satisfied with the service provided and maintained that the hotel has a good image were likely to return to the hotel and also were likely to refer the hotel to their friends and relatives. The study concluded by highlighting the need for hotel managers to work hard towards providing guests' satisfaction, maintaining a good image of the hotel and generally towards enhancing the guest's experience so as to strengthen the customer loyalty towards the hotel.},
        keywords = {Customer Satisfaction, Hotel Image, Customer Loyalty, Hospitality Industry, Service Quality},
        month = {March},
        }