... guests in central of Ho Chi Minh and Ha Noi City Theresearch provides an insight into the role of service quality, customer satisfaction, image and customer delight in enhancing customer loyalty ... that loyalty of hotel guests influence the most by customer delight, which is followed by customer satisfaction and hotel image Keywords: hotels, restaurants, service quality, customer satisfaction, ... dissatisfaction, satisfaction, and delight (Berman, 2005) Between satisfaction and delight, customer delight is considered as a stronger predictor of customer loyalty, positive word of mouth, and...