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The study investigates the impact of brand image, service quality, customer expectations, and electronic Word of Mouth (e-WOM) on customer satisfaction and loyalty in international chain hotels in Batam City, Indonesia. Findings reveal that service quality significantly influences both customer satisfaction and loyalty, while e-WOM affects customer satisfaction but not loyalty. The research emphasizes the importance of enhancing service quality and customer experience to foster long-term loyalty among hotel

Author

3 - Ni Ketut Vera Catur Riliasti - 1D

Language

EN