Impacts of quality of service on customer loyalty in hospitality industry.

This research is executed to identify and evaluate the effects of quality of service on
customer loyalty in the hospitality industry based on the case of Hilton worldwide. Quality of service is a
common subject for investigation as well as research, particularly in the hospitality industry.
Over years, there is a myriad of research that studied service quality and customer
loyalty-related topics in the hotel sector. The main aim of this research is to conduct more
specifically quality of service dimensions as well as how good quality of service is
considered a key factor to help a business to achieve loyal customers as end result in
the hospitality industry. The research is made based on different sources of secondary data that
are collected from various previous pieces of research, company websites, the latest company’s annual
report, reliable webpages, and articles. Lastly, recommendations, as well as strategies, are
suggested in order to help the company to enhance the quality of service that better meet
customers’ requirements and expectations more successfully obtaining and improving
customer loyalty in the competitive hospitality industry.