Product Innovation of Hunan Catering Business Influence on Customer Satisfaction, Service Quality and Customer Loyalty: A Case Study of Hua Tian Hotel
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Abstract
This article aimed to study 1) the situation of customer loyalty in the catering business in Hua Tian Hotel and 2) the causal model relationship between the factors affecting customer loyalty in the catering business in Hua Tian Hotel. The formula for determining sample size is 20 times the number of observed variables. This research included a sample of 260 participants due to the presence of 13 observed variables. Purposive sampling was employed to ensure the characteristics of the sample were consistent. This quantitative research primarily involved the design of questionnaires. The statistical procedures used for data analysis included percentages, means, standard deviations, and the Pearson Correlation Coefficient (r), also known as Pearson’s Product Moment Correlation Coefficient. The findings indicated that the quality of catering services has a direct impact on customer satisfaction, which in turn directly influences customer loyalty. These relationships were found to be statistically significant at the 0.01 to 0.05 level. This study provided organizations with a comprehensive understanding of the significance of product innovation in the hospitality industry. It emphasized the need to thoroughly investigate customer needs and market preferences, integrating product innovation effectively into operational practices.
1. Product innovation had a direct impact on customer loyalty.
2. The quality of catering enterprises had a direct impact on customer satisfaction.
3. Customer satisfaction had a direct impact on customer loyalty.
The research findings were applicable to a wide range of businesses seeking to improve customer loyalty. By understanding the relationship between product innovation, service quality, and customer satisfaction, organizations can develop targeted strategies to enhance their operations and achieve long-term success.
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