Loyalty Program And The Loyalty Program In The Hotel Management

1.0 Background of study/Introduction

Hotel industries are tough competition. Customer knows what they want and what they are looking for. They have high expectation on the hotel that they wanted to stay and a place to spend their vacation and quality time. Therefore, the services that were offered must give good impression to the customers. This research will look at the outcome of loyalty program that affected by the service operation of the Hotel Management. It also investigate what makes the customer want to stay loyal and what are the preference that customer are looking for. The question is, does this loyalty program influence by the service operation and does the customer satisfied with the treatment given. Customer also aware of that they

Customer retention statistics are typically expressed as a percentage of long term clients, and they are important to a business since satisfied retained customers tend to spend more, cost less and make valuable references to new potential customers.

1.2 Scope of study The main scope of study is about the influence service operation to the loyalty program and the outcome in the hotel management. This research will be conducted in Kuching, Sarawak area.

The hotels that I will look into are the three star hotels in Kuching. This is because, the three star hotels also has the potential on having a good loyalty program management.

The targeted respondents are mostly the hotel customer. This is because, the researcher needed to investigate the perception of the customer on the loyalty program and what are their opinion on how to improve the service quality.

1.3 Research problem

• The effect of service operation toward the outcome of loyalty program.

• Implication of loyalty program and services experiences for customer retention. 1.4 Research