The Effects of Overall Service Quality, Customer Value, Customer Trust, and Customer Satisfaction on Customer Loyalty in the Hotel Industry
| Main Authors: | Joviando, Joshua, Kurniawati, Kurniawati |
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| Format: | Article info application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
Pusat Penelitian dan Pengabdian Masyarakat (P3M) STIE Pasundan Bandung
, 2022
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| Subjects: | |
| Online Access: |
https://jurnal.stiepas.ac.id/index.php/jebe/article/view/271 https://jurnal.stiepas.ac.id/index.php/jebe/article/view/271/312 https://jurnal.stiepas.ac.id/index.php/jebe/article/view/271/324 |
Daftar Isi:
- This study examines the relationship between hotel customer loyalty and service quality, customer value, customer trust, and customer satisfaction. It aims to validate a previously unidentified theoretical model in the Indonesian hospitality industry. This study employs a quantitative approach. First, a survey was distributed to 181 guests of four-star hotels in Jakarta. Information regarding service quality, customer value, customer trust, and customer satisfaction was gathered through surveys. Then, PLS-SEM was utilized to analyze the collected data and establish the proposed Structural Equation Model (SEM). The findings indicate that service quality positively influences customer value, trust, and satisfaction. This study found no correlation between customer trust and customer loyalty. However, there is a positive correlation between customer satisfaction and customer loyalty, as demonstrated by the test. Additionally, customer value was found to influence customer loyalty positively. As a result, the suggested model helps hotel owners create a program to improve their customer service in order to increase customer trust, satisfaction, value, and loyalty and so raise the profitability of the sector. By validating the suggested structural model and offering insight into consumer perceptions, this research benefits the hotel services industry. Hotel operators will be better able to incorporate service quality to increase customer trust, satisfaction, value, and loyalty.
- Penelitian ini menguji hubungan antara loyalitas pelanggan hotel dan kualitas layanan, nilai pelanggan, kepercayaan pelanggan, dan kepuasan pelanggan. Ini bertujuan untuk memvalidasi model teoretis yang sebelumnya tidak teridentifikasi dalam industri perhotelan Indonesia. Penelitian ini menggunakan pendekatan kuantitatif. Pertama, survei dibagikan kepada 181 tamu hotel bintang empat di Jakarta. Informasi mengenai kualitas layanan, nilai pelanggan, kepercayaan pelanggan, dan kepuasan pelanggan dikumpulkan melalui survei. Kemudian, PLS-SEM digunakan untuk menganalisis data yang terkumpul dan menetapkan Structural Equation Model (SEM) yang diusulkan. Temuan menunjukkan bahwa kualitas layanan berpengaruh positif terhadap nilai, kepercayaan, dan kepuasan pelanggan. Penelitian ini tidak menemukan hubungan antara kepercayaan pelanggan dengan loyalitas pelanggan. Namun, ada korelasi positif antara kepuasan pelanggan dan loyalitas pelanggan, seperti yang ditunjukkan oleh tes. Selain itu, nilai pelanggan ditemukan mempengaruhi loyalitas pelanggan secara positif. Hasilnya, model yang disarankan membantu pemilik hotel membuat program untuk meningkatkan layanan pelanggan mereka guna meningkatkan kepercayaan, kepuasan, nilai, dan loyalitas pelanggan sehingga meningkatkan profitabilitas sektor tersebut. Dengan memvalidasi model struktural yang disarankan dan menawarkan wawasan tentang persepsi konsumen, penelitian ini menguntungkan industri jasa hotel. Operator hotel akan lebih mampu menggabungkan kualitas layanan untuk meningkatkan kepercayaan, kepuasan, nilai, dan loyalitas pelanggan.