Abstract:
"
The advancement of Augmented Reality has revolutionized the way companies’ market
themselves and Augmented Reality has become an effective marketing tool which
delivers engaging content to its users. This study was commissioned to assess the
impact of Augmented Reality on the customer experience towards building customer
loyalty within the context of the hotel sector in Sri Lanka. This research focuses towards
the experience customers would gain when choosing and visiting hotels in Sri Lanka
and statistically analyses the impact of Augmented Reality on customer experience and
its effect towards building customer loyalty. It was identified that with the use of
Augmented Reality, customer satisfaction and long-term customer engagement does
have an effect on customer experience and it eventually builds customer loyalty in the
hotel sector. The results showed that the use of Augmented Reality strongly and
positively impacts on customer experience towards building customer loyalty. "
