Published Paper Details:

Guest loyalty and repeat business are crucial for the sustainability and profitability of resorts in the competitive hospitality industry. This study explores the key factors influencing guest retention, including service quality, customer satisfaction, and brand image, pricing strategies, amenities, and personalized experiences. By analysing customer behaviours, industry trends, and existing literature, the study identifies the primary drivers that encourage guests to return. Findings suggest that service excellence, positive guest experiences, emotional connection, and perceived value significantly impact guest loyalty. Additionally, loyalty programs, customized services, and competitive pricing strategies further enhance retention rates. The study emphasizes the importance of continuous guest engagement, feedback mechanisms, and service improvements to sustain high levels of customer satisfaction. By implementing these strategies, resorts can build long-term relationships with their guests, fostering repeat visits and positive word-of-mouth recommendations. This study examines key factors influencing guest loyalty and repeat business at resorts, including service quality, customer satisfaction, brand image, pricing, and personalized experiences. Findings highlight that emotional connection, perceived value, and exceptional service play crucial roles in guest retention. Implementing tailored experiences and maintaining high service standards can enhance guest loyalty and long-term success.