Understanding the Influence of Hotel Staff’s Service Quality on Guest Loyalty: A Qualitative Study

This qualitative study aimed to determine what affects guest loyalty when guests receive service from hotel employees. This included how guests feel about their experience at the hotel and if they will come back or refer others. We wanted to understand guests' perceptions of the quality of service provided by hotel employees. We also examined how employees' service affected guests' loyalty and behavioral intention. We chose a qualitative study to better understand participants' experiences and perceptions. We used purposive sampling because participants met our criteria as hotel guests. We gathered information by interviewing participants about their experiences with hotel employees, their perceptions of the service they received, what made a good service experience, and why they would return to a hotel or refer someone to it. The collected information was coded and analyzed using thematic analysis to identify common trends and themes. The participants felt that quality of service was achieved when the employee gave the guest a positive interaction. Service was given in a timely manner. Service that they could trust and was professional. Guests felt cared for by the employee and had their problems resolved. Communication was of quality, and service was provided in a pleasant environment. Guests also liked it when employees went above and beyond by offering extra services or gestures. At times, service fell short by not meeting guests' needs, taking too long, or providing no follow-up, and some employees did not provide quality service. Our results show that quality of service played a big role in keeping guests loyal to the hotel by providing quality service that met their needs in a timely manner, was professional, and showed them that they cared.