Modeling of customer loyalty in the hotel and restaurant business

The article discusses approaches to modeling consumer loyalty in the hotel and restaurant business. It is established that a loyal consumer gives positive comments about the subject of the hotel and restaurant business, recommends it to other consumers and protects it. It is proved that a loyal consumer does not change the hotel and restaurant business, despite the changing market conditions. A loyal consumer does not switch to a competitor even if the hotel and restaurant business has made some mistakes. It is determined that a loyal consumer is patient with the current situations and can give an opportunity to correct mistakes. In addition, the introduction of innovations in the activities of hotel and restaurant businesses will provide an opportunity to increase the level of customer loyalty and introduce innovative progressive technologies into their activities. One of the ways to increase consumer demand and their loyalty is to reduce the cognitive load and simplify everything, that is, to create all conditions for a comfortable stay of consumers. Ease of use can be called a cumulative plus and defined as the foundation on which the hotel and restaurant business forms a competitive advantage. In addition, a loyal consumer reduces the cost of attracting additional consumers, since he himself is a source of advertising.