Based on pilot study results which reinforce researcher doubts regarding many customers complaint that
indicate hotels low perceived services quality, and their dissatisfaction which will affect loyalty level towards
these services. So the following questions were formulated to achieve the study objectives to answer study
problem statement:
1. What is the impact of reliability level in five stars hotels on customers loyalty?
2. What is the impact of responsiveness level in five stars hotels on customers loyalty?
3. What is the impact of tangibility level in five stars hotels on customers loyalty?
4. What is the impact of safety level in five stars hotels on customers loyalty?
5. What is the impact of empathy level in five stars hotels on customers loyalty?