ABSTRACT
The study has aimed to assess the impact of relationship quality on customer loyalty
in Tanzania hotel industry. It was carried out in New Dodoma hotel as the case
study. The specific objectives are to understand Relationship Quality (RQ) at New
Dodoma hotel, to assess customer loyalty level at the New Dodoma hotel and to
examine the impact of RQ on customer loyalty at New Dodoma hotel.
A cross sectional and descriptive research design was adopted. A sample size of 100
respondents was obtained through systematic sampling techniques. Quantitative data
were analyzed using simple descriptive statistics and inferential statistics.
Findings from this study pointed that there was a good relationship quality and a
high level of customer loyalty at the New Dodoma Hotel. Therefore, from the
findings presented above, it has been concluded that relationship quality has an
impact on customer loyalty in Tanzania Hotel Industry.
It is recommended that, The New Dodoma Hotel should continue to provide good
service to their customers so as to increase customer loyalty as well as to attract new
customer and the New Dodoma Hotel advised to train their staff so as to increase
their customer relation skills which will ensure the customer to believe the hotel
staffs that are concerned for their well-being.
Ngalesoni, O (2021). The Impact Of Relationship Quality On Customer Loyalty In Tanzania Hotel Industry: A Case Study Of The New Dodoma Hotel. Afribary. Retrieved from https://afribary.com/works/the-impact-of-relationship-quality-on-customer-loyalty-in-tanzania-hotel-industry-a-case-study-of-the-new-dodoma-hotel
Ngalesoni, Obedi "The Impact Of Relationship Quality On Customer Loyalty In Tanzania Hotel Industry: A Case Study Of The New Dodoma Hotel" Afribary. Afribary, 25 Apr. 2021, https://afribary.com/works/the-impact-of-relationship-quality-on-customer-loyalty-in-tanzania-hotel-industry-a-case-study-of-the-new-dodoma-hotel. Accessed 28 Apr. 2024.
Ngalesoni, Obedi . "The Impact Of Relationship Quality On Customer Loyalty In Tanzania Hotel Industry: A Case Study Of The New Dodoma Hotel". Afribary, Afribary, 25 Apr. 2021. Web. 28 Apr. 2024. < https://afribary.com/works/the-impact-of-relationship-quality-on-customer-loyalty-in-tanzania-hotel-industry-a-case-study-of-the-new-dodoma-hotel >.
Ngalesoni, Obedi . "The Impact Of Relationship Quality On Customer Loyalty In Tanzania Hotel Industry: A Case Study Of The New Dodoma Hotel" Afribary (2021). Accessed April 28, 2024. https://afribary.com/works/the-impact-of-relationship-quality-on-customer-loyalty-in-tanzania-hotel-industry-a-case-study-of-the-new-dodoma-hotel