Customer loyalty statistics are usually expressed as a percentage of long-term customers and are important to a business because satisfied loyal customers tend to spend more, cost less and make valuable referrals to new potential customers. 1.2 Scope of study The main scope of study concerns the influence of service operation on the loyalty program and the result in hotel management. This research will be conducted in Kuching, Sarawak area. The hotels I will review are the three star hotels in Kuching. This is because three-star hotels also have the potential to have good loyalty program management. The targeted respondents are mainly hotel customers. This is because the researcher needed to investigate the customer's perception of the loyalty program and what is his opinion on how to improve the quality of the service. 1.3 Research problem • The effect of service operation towards the outcome of the loyalty program. • Implication of loyalty programs and service experiences for customer retention. 1.4 Search