Исследование взаимосвязи удовлетворённости потребителей с их лояльностью в гостиничной индустрии
The article presents the results of a study of the relationship between customer satisfaction and loyalty in the hotel industry. This relationship is considered through a prism of key behavioral characteristics of clients (willingness to recommend/willingness to return). Based on this research the customer loyalty coefficient was calculated. The data collection method that was used is a survey.