The Mediating Role of Customer Satisfaction on the Relationship between Service Quality and Consumer Loyalty on the Hospitality Industry
| Main Author: | Deandra Vidyanata |
|---|---|
| Format: | Article info application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
STEKOM PRESS
, 2022
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| Subjects: | |
| Online Access: |
https://journal.stekom.ac.id/index.php/Bisnis/article/view/768 https://journal.stekom.ac.id/index.php/Bisnis/article/view/768/559 |
Daftar Isi:
- Service quality and customer satisfaction are important predictors that shape customer loyalty in the hospitality industry. The fulfillment of these two things can maintain the sustainability of the organization in the long term. This study aims to examine the effect of service quality on customer loyalty, the effect of service quality on customer satisfaction, customer satisfaction on customer loyalty, and the mediating effect of customer satisfaction on the relationship between service quality and customer loyalty. The population of this research is all consumers of one of 5-star hotels in Jakarta, with purposive sampling method with the criteria of having stayed at the hotel more than 3 times. The results of this study indicate that all hypotheses are accepted,which means that service quality affects consumeraloyalty, service quality affects consumer satisfaction,customer satisfaction affects loyalty, and consumer satisfaction mediates the influence between service quality and consumer loyalty.
- Kualitas pelayanan dan kepuasan pelanggan merupakan penting yang mempengaruhi loyalitas pelanggan pada industri perhotelan. Pemenuhan kedua hal tersebut dapat menjaga sustainability organisasi dalam jangka panjang. Penelitian ini bertujuan untuk menguji pengaruh kualitas layanan pada loyalitas pelanggan, pengaruh kualitas layanan pada customer satisfaction, customer satisfaction pada customer loyalty, serta pengaruh mediasi customer satisfaction pada hubungan kualitas layanan dan loyalitas pelanggan. Populasi dari penelitian ini adalah seluruh konsumen salah satu hotel bintang lima di Jakarta, dengan metode pengambilan sampel purposive sampling dengan kriteria sudah pernah menginap di hotel lebih dari 3 kali. Hasil penelitian ini menunjukkan seluruh hipotesis diterima, yang berarti kualitas pelayanan berpengaruh terhadap loyalitas konsumen, kualitas pelayanan berpengaruh terhadap customer satisfaction,customer satisfaction berpengaruh terhadap loyalty, serta customer satisfaction berhasil memediasi pengaruh antara kualitas pelayanan dan loyalitas konsumen