The Impacts Of Customer Experiences Toward Customer Loyalty Of Gen Z In Choosing Tourist Destination : A Case Study In HCMC
Abstract
“This is a study conducted to determine the customer experience of Gen Z customer loyalty
in tourist destinations. In addition, it also illustrates the relationship between customer
experience and customer loyalty to a tourist destination. As a result, the empirical
information in this document provides an overview of the customer's assessment of the
quality of products, services and customer experience in order to make appropriate
adjustments and improve efficiency for making policies to develop, attract customers to and
return to tourist destinations”.”A review of the literature indicates a consensus
that customer experience, perceived value and satisfaction are the mains of customer
loyalty. Customer experience is defined as consisting of four main components:
Image, customer expectation, product quality and service quality”.”Based on the analysis
results, this study suggests that in order to achieve a high level of customer attraction,
travel companies need to have policies to meet the aspirations and needs of tourists and
product quality and service must be better”. “Since research in this area is still lacking, it
does not make a significant contribution to extant scholarly knowledge, but also makes a
valuable contribution to the practice of tourism”.
The conclusion, from those knowledgeable in the research process, points out
the limitations of this study and gives valuable recommendations for the next thesis.
According to the research results, this study makes a number of recommendations for
Vietnam's tourism industry in order to make adjustments, improve the quality of products,
services and satisfy customers”.