Hotel customer loyalty antecedents and behavioral loyalty

In order to ensure the customer will be a loyal customer is not simple and need much effort as different customer may have their own reason on why they become loyal to a certain service provider and perhaps their experience would play a role in transforming them to be a loyal customer. This paper study the perspective of hotel's customer in determining their loyalty as the loyalty behavior of customers will bring enormous profit and prosperity to the hotel's organization. The customers that had stayed and experienced the services at five star hotels in Kuala Lumpur were the target population. Pearson Correlation analysis used to test the relationship, and it showed the relationships between customer loyalty antecedents and behavioral loyalty. All of the findings were statistically significant. This study had shown the consequence of understanding the customer loyalty antecedents as it can give an impact towards retaining the loyal customer.