THE INTERCONNECTION BETWEEN CUSTOMER TRUST, CUSTOMER TRUST, AND BRAND LOYALTY AMONG CONSUMERS OF SMART HOTEL CHAINS IN FIRST-TIER CITIES IN CHINA
DOI:
https://doi.org/10.61841/cadjpn63Keywords:
Customer Trust, Brand Loyalty, Smart Hotels, China, Hospitality Management.Abstract
Customers of smart hotel chains in China's first-tier cities were the focus of this research, which sought to understand the relationships between trust, loyalty, and brand loyalty. The study's overarching goal was to deduce the extent to which technical developments in the hotel industry affected consumers' opinions, confidence, and devotion over the extended run. Using a combination of main and supplementary sources, a mixed-method design was implemented. Through the distribution of surveys to hotel clients in places including Beijing, Shanghai, Guangzhou, and Shenzhen, a total of 1,200 valid replies were collected. To find statistically substantial correlations between the variables, descriptive statistics, odds ratios, approaches were used to examine the data. The results showed that smart innovations, such as AI, mobile apps, and automated services, increased consumer happiness via effectiveness customisation, and ease of use. According to the survey takers, those digital rewards elevated their stay and solidified their faith in the hotel chains. The findings nevertheless show that social connection was still important to customers. Building trust and loyalty may be enhanced by personalised assistance, intercultural knowledge, and empathic worker relationships. Recurring guests and word-of-mouth recommendations showed both increased when customers had faith in the services. Research found that although technologies did increase operating effectiveness and consumer happiness, it had been the integration of technology with human interaction that really was effective in building trust and loyalty. The results shedding light on how hospitality management may stay ahead of the competition in China's fast-paced first-tier sectors.
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