Research of the level of satisfaction and loyalty of consumers of sanatorium-resort services

The article explores the essence of the concepts of “loyalty” and “satisfaction”, their significance for commercial organizations, as well as factors that influence satisfaction and loyalty. The results of the author's study of the level of satisfaction of consumers of sanatorium-resort services of the medical and preventive institution the basic sanatorium Victoria (North Caucasus Rehabilitation Center) (Essentuki, Stavropol Territory, Russia), and assessing the degree of customer loyalty to the institution are presented.