Customer satisfaction and loyalty in the Ocean Paradise Hotel a comparative approach of hotel industry in Cox’s Bazar
Nesha, Meherun (2025)
2025
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https://urn.fi/URN:NBN:fi:amk-2025052214550
https://urn.fi/URN:NBN:fi:amk-2025052214550
Tiivistelmä
This research is finding out the dimensions of customer satisfaction and loyalty at the Ocean Paradise Hotel at cox’s bazar in Bangladesh. With the rapid growth in hotel industry in cox’s bazar, the understanding and factors that influence guest satisfaction and long term loyalty has become important for retaining a reasonable advantage.
The study is adopting a mixed-method approach that is incorporating quantitative data from surveys and qualitative insights from interviews with hotel employees in marketing, public relations, and administration. The research has identified the key satisfaction drivers such as room cleanliness, staff behaviour, location, and service responsiveness. It also reveals that emotional connection and personalized guest experiences play a significant role in fostering loyalty, beyond transactional satisfaction. This research as a comparative analysis specifies that Ocean Paradise Hotel constantly overtakes its service quality and guest retention even though pricing and facility keep informed as areas for improvement.
The study has determined with practical commendations for support loyalty programs. Besides, it has improved service personalization and leveraging guest feedback for continuous improvement. This research has contributed to the valuable insights for hotel managers, marketers and hospitality participants that aiming to promote customer experience and sustain brand loyalty in this highly competitive market place.
The study is adopting a mixed-method approach that is incorporating quantitative data from surveys and qualitative insights from interviews with hotel employees in marketing, public relations, and administration. The research has identified the key satisfaction drivers such as room cleanliness, staff behaviour, location, and service responsiveness. It also reveals that emotional connection and personalized guest experiences play a significant role in fostering loyalty, beyond transactional satisfaction. This research as a comparative analysis specifies that Ocean Paradise Hotel constantly overtakes its service quality and guest retention even though pricing and facility keep informed as areas for improvement.
The study has determined with practical commendations for support loyalty programs. Besides, it has improved service personalization and leveraging guest feedback for continuous improvement. This research has contributed to the valuable insights for hotel managers, marketers and hospitality participants that aiming to promote customer experience and sustain brand loyalty in this highly competitive market place.