【正文】 nship between customer loyalty and customer satisfaction Abstract： Develops and implements a method for hotels to identify attributes that will increase customer loyalty. Other hotels can replicate the methodology used in this study. The study makes the uses of the hotel39。39。s club works to other customers. Passengers on planes have explained the lightning system or the audio visual system to other passengers. Therefore loyal customers not only require less information themselves, they also serve as an information source for other customers. Building customer loyalty is one of the biggest challenges for the hotel industry (Yesawich, 1997). This study investigates and develops methods that will help hotels increase customer loyalty. Purpose： The purpose of this study is to develop and implement a method for hotels to identify attributes that will increase customer loyalty. A second purpose is to produce a methodology that can be replicated by other hotels. This study will explore the relationship between customer satisfaction and customer loyalty in the hotel industry. The study will also reexamine the antecedents of loyalty. To first determine what can create loyalty toward the subject hotel. Customer loyalty is difficult to define. In general, there are three distinctive approaches to measure loyalty: behavioral measurements。 Hunter, 1998。 Pritchard et al., 1992。 at the same time, when satisfaction declined to a certain point, loyalty dropped equally dramatically (Oliva et al., 1992). In our study, as the customer satisfaction measurement raises one unit from 6 to 7, the customer loyalty indices increase by over 100 percent. Furthermore, the results of this study were consistent with Oliva et al.39。 (7) to a 6, the willingness to municate a positive message of the hotel dropped more than 50 percent. Managers should realize that having satisfied customers is not good enough, they must have extremely satisfied customers. Moreover, a small increase in customer satisfaction boosted customer loyalty dramatically. In addition to benefiting from the extremely satisfied customers39。s perceived risk. The results showed that among the respondents who would definitely stay at the hotel when they return to an area, percent had spread positive wordofmouth for the hotel. The average number of people to whom they had told positive things about the hotel was an average of people. On the other hand, percent of the respondents who scored a 6 on the intent to return, had told people positive things about the hotel and on average they told people. Once again, the results verified that loyal customers indeed spread positive wordofmouth and made remendations. Loyal customers are critical for the hotel business. How to create loyal customers is deemed universally an essentially important task for the hotel managers. Implications for practitioners Performance versus importance of loyalty factors In order to understand which valuable benefits developed customer loyalty, the survey asked the customers what attributes would develop their feelings of loyalty and their ratings of how the hotel performed on a specific attribute. The results revealed that giving customers nonsmoking rooms upon their request would advance customer loyalty to a great extent ( percent). Most respondents said a checkin and checkout time that suited them would affect their loyalty ( percent). Similarly, almost half of the respondents ( percent) indicated that if they could check in when they arrived, even if it was before checkin time, their loyalty would be boosted. On the other hand, when evaluating the hotel39。39。39。本文應用酒店數(shù)據庫為兩個對照組和問卷調查做了樣本。 簡介 :眾所周知，客戶忠誠和客戶滿足之間是成正比的關系 。今天，商人們還在尋求贏得客戶忠誠的方法的信息。