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This study investigates the impact of perceived service quality on customer loyalty in four-star hotels in Hawassa, focusing on the mediating roles of customer satisfaction and trust. Using the SERVPERF model and a sample of 384 respondents, the findings indicate that perceived service quality positively influences customer loyalty, with satisfaction and trust serving as significant mediators. The research offers valuable insights for hotel managers to enhance customer loyalty through improved service quali

Author

alemyikeber123

Language

EN