The study aimed to determine the relationship between customer satisfaction and customer loyalty of the three selected lodging establishments in the Province of Nueva Vizcaya.
A three-part survey questionnaire was adapted from the study of Danijel Carev (2008) concerning the selected dimensions of customer satisfaction to determine their significant relationship with customer loyalty in the lodging establishments was used as the primary data gathering tool for the study. The study was conducted in the three selected lodging establishments in the Province of Nueva Vizcaya duly accredited by the Department of Tourism. Data were gathered from April 18-30, 2022.
The result of the study indicated that overall the customers guest satisfaction among the establishments obtained an overall mean 4.55 with a descriptive equivalent of highly satisfied. Furthermore, customer loyalty among the establishments obtained an overall mean 4.48 with a descriptive equivalent of high level of customer loyalty. Lastly. the result of the correlation matrix shows a high significant relationship between customer satisfaction and customer loyalty.

Keywords: Level of Customer Loyalty, Level of Customer Satisfaction, Lodging Establishments. Department of Tourism

Thesis (Bachelor of Science in Tourism Management)

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