The Impact of Customer Loyalty Programs on Consumer Decision-Making: Evidence from Coastal Hotels in Albania

Aishejla Myshketa, Elton Noti — Sun, 24 May 2026 00:00:00 +0200

This study examines the impact of customer loyalty programs on consumer decision-making in the hotel industry. More specifically, it explores the extent to which loyalty programs influence customers’ choice of hotel, intentions to make repeat bookings, and preferences for specific hotel services. The study uses a quantitative research design. Data were collected through a structured questionnaire based on a five-point Likert scale and were administered to hotel customers in the coastal cities of Durrës, Vlora, and Saranda, in Albania, during the period from June to September 2025.

The findings show that customer loyalty programs have a positive effect on consumer decision-making in the hotel sector. In particular, incentives offered through loyalty programs play an important role in the hotel selection, by promote repeat reservations, and increase customers’ preference for certain hotels. The results also indicate that loyalty programs help build stronger relationships with customers and improve customer retention. This study contributes to the existing literature by providing empirical evidence from the Albanian hospitality sector, with a focus on coastal hotels in Durrës, Vlora, and Saranda. In addition, it offers practical implications for hotel managers by highlighting the strategic importance of loyalty programs as a useful tool for attracting customers, building long-term relationships, and increasing retention.

Comparative Evaluation of Gesture, Voice, and Mouse Modalities Using ISO 9241-9 in Controlled and Uncontrolled Environments

Tue, 25 Aug 2026 00:00:00 +0200

Human-robot interaction requires intuitive, efficient, and affordable interfaces for real-world deployment. This work presents a cost-effective comparative study of three interaction modalities such as gesture, voice, and mouse using the ISO 9241-9 pointing task. Twenty participants performed repeated trials in both controlled indoor and uncontrolled outdoor environments. Movement time was analyzed using Fitts’ Law, while cognitive workload and usability were evaluated using NASA-TLX and the System Usability Score. Results show a significant effect of modality on performance, where mouse achieved the lowest movement time, gesture demonstrated comparable performance with no significant difference, and voice exhibited significantly higher delays. Subjective analysis indicates lower workload for mouse, while usability scores remain high across all modalities. Environmental conditions did not significantly affect performance. The findings highlight gesture as a low-cost and touch-less alternative suitable for human-robot interaction, particularly in accessibility-focused and real-world scenarios where conventional input devices are not feasible.

Quanta Research

The Impact of Customer Loyalty Programs on Consumer Decision-Making: Evidence from Coastal Hotels in Albania

Comparative Evaluation of Gesture, Voice, and Mouse Modalities Using ISO 9241-9 in Controlled and Uncontrolled Environments