Agatha Olga Ndlovu
Department Of Tourism And Hospitality Management, Midlands State University, Gweru, Zimbabwe
A Study Into Guests’ Perceptions Of Service Quality And Loyalty In Hotel Restaurants In Harare
This study was aimed at establishing the perceptions of guests towards service delivery in selected hotel restaurants and to ascertain loyalty levels among guests in hotel restaurants. Qualitative methodologies were used to establish customer perceptions of service quality and loyalty in selected hotel restaurants in Harare. Semi-structured interviews were conducted with 27 guests. Using thematic analysis, four themes emerged as

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