Badanie satysfakcji gości hotelowych i ich lojalności na przykładzie Grupy Hotelowej Orbis
Research of hotel guests’ satisfaction and their loyalty on the example of the Orbis Hotel Group

Summary/Abstract: The article presents the research issues related to hotel guests’ satisfaction and their loyalty on the example of the largest hotel group in Poland. The undertaken research problem was discussed based on the studies conducted in selected hotels of the Orbis Hotel Group. As a result of the research process, a research tool was developed by which customer satisfaction and loyalty were examined. The results of the survey show that both the high quality assessment of hotel services and the relationship with the service recipient influence customer loyalty.

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