Comparative Study of Imperatives of Consumer Satisfaction and Loyalty in the Context of Business and Leisure Travellers: The Case of the Hyatt Regency Moscow Petrovsky Park Hotel

The tourism and hospitality industry is one of the fastest growing and developing in the world. Over the past few decades, only the number of outbound tourist trips has increased more than 2.5 times. It should be noted that 2020 is a crisis year in all sectors of the economy, especially in the field of tourism and hospitality due to the spread of the COVID-19 pandemic. Due to the fact that not only this area has suffered large losses, consumers have begun to overestimate their spending on travel. Tourism and hospitality organizations will either need to maintain relationships with existing customers, but will also need to attract new ones, in order to be able to function and recover after the end of the pandemic. This work includes 4 semantic parts: the introduction, where the facts confirming the relevance of this work are presented, the goals, tasks, and methods of research are defined, the first chapter, in which the main terms related to consumer satisfaction and loyalty are analyzed, and the key problems are identified. The second chapter of the work includes information directly on the field of tourism and hospitality. A number of statistical data is presented, key trends are identified, as well as existing research topics are analyzed, and the main research hypotheses are formulated. The third chapter is devoted directly to the study itself. Here are the results of the survey, as well as recommendations for the hotel. The main purpose of this dissertation is to analyze the relationship between the imperatives of consumer satisfaction with hotel services and the loyalty of hotel guests and the goals of making tourist trips. In the master's thesis, a number of static studies were conducted, on the basis of which recommendations were made for the hotel to improve the level of customer satisfaction and loyalty.