Customer Satisfaction & Brand Loyalty.

      Аннотация: Hotel Industry is one of the most substantial factors for Tourism Industry. It could provide the necessary substructures for Tourism. Therefore the growth in Tourism industry depends on growth in Hotel industry. Hotel industry had a major growth in recent years. In Iran, However it is not comparable with other countries growth.Two factors leads to growth in Hotel industry. The first one is providing investment opportunities, and the second one refers to increasing customers and travelers numbers. In order to encourage the potential customers to travel, it is necessary to make them satisfied. Customer satisfaction will lead to repurchase intentions and positive word-of-mouth. According to recent studies; certain factors have direct and significant impact on customer satisfaction. Therefore, determining these factors and utilizing them as substantial substructure of hotel industry will lead to Tourism industry improvement in Iran.

Ключевые слова: Tourism, Commitment, Customer satisfaction, Hotel Industry, Brand Loyalty