Effect of staff competence on customer loyalty in the hospitality industry in Sri Lanka

This research investigates the relationship between staff competence and customer loyalty within the Sri Lankan hospitality industry. This study addresses a critical gap in understanding how skilled and professional service personnel impact guest satisfaction and long-term patronage. Simple random sampling was utilized to gather data from the 384 respondents using a survey questionnaire. Five independent variables were identified from literature which are staff knowledge, staff skills, staff attitudes, staff friendliness and staff responsiveness. All five variables exhibited positive correlations with customer loyalty and significant association with customer loyalty. According to the findings, staff competence is vital in encouraging customer loyalty within the Sri Lankan hospitality industry. The recommendations include that hoteliers prioritizing employee development and cultivating a service-oriented culture can create lasting bonds with their guests, contributing to long-term business success. This research provides valuable insights for academics and industry practitioners to explore further and strengthen the crucial link between service quality and customer loyalty in the dynamic Sri Lankan market.