PENGARUH PERCEIVED SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABLE INTERVENING DI HOTEL KARTIKA GRAHA MALANG
:
https://doi.org/10.9744/pemasaran.11.2.54-60
Keywords:
Perceived service quality, customer satisfaction, customer loyalty.Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh dari Perceived Service Quality, Customer Satisfaction dan Customer Loyalty dengan studi kasus Hotel Kartika Graha Malang. Penelitian ini mengunakan teknik penelitian kuantitatif kausal. Sample yang digunakan dalam penelitian ini adalah konsumen atau tamu yang merupakan rombongan (keluarga, teman ), menginap minimal 1 malam dan juga menginap dalam durasi antara bulan November 2016 - April 2017 sebanyak 100 kuisioner. Penelitian ini menggunakan teknik analisa SEM (Structural Equation Modeling). Penelitian ini menunjukan bahwa semua variabel adalah berpengaruh positif dan juga customer satisfaction terbukti menjadi variabel intervening antara perceived service quality dan customer loyalty.
References
Amissah, E. F. (2013). Tourist Satisfaction with Hotel Services in Cape Coast and, 2, 26–33. https://doi.org/10.5923/s.tourism.201304.03 [CrossRef]
Chen, J. T. B. S., Bowen, J. T., & Chen, S. (2001). The relationship between customer loyalty and customer satisfaction The relationship between customer loyalty and customer satisfaction. [CrossRef]
Festus Olorunniwo, Maxwell K.Hsu, & Godwin J. Udo. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of Services Marketing, 20(1), 59–72. http://doi.org/10.1108/0887604061064 6581 [CrossRef]
Jasinskas, E., Streimikiene, D., Svagzdiene, B., & Simanavicius, A. (2016). Impact of hotel service quality on the loyalty of customers. Economic Research-Ekonomska Istraživanja, 29(1), 1–14. https://doi.org/10.1080/1331677X.2016. 1177465 [CrossRef]
Kotler, P., & Keller, K. L. (2009). Marketing Management (13th Editi). Pearson Education International. [CrossRef]
Parasuraman, A., Zeithaml, V., & Berry, L. (1985). Conceptual model of service quality and its implications for future research. Journal of Marketing, 49(fall 1985), 41–50. https://doi.org/ 10.1016/S0148-2963(99)00084-3 [CrossRef]
Parasuraman, A., Zeithaml, V., & Berry, L. (1996). The Behavioral Consequences of, 60(April), 31–46. [CrossRef]
Parasuraman et al. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, 64(1). [CrossRef]
Saleem, H., & Raja, N. S. (2014). The impact of service quality on customer satisfaction, customer loyalty and brand image: Evidence from hotel industry of Pakistan. Middle - East Journal of Scientific Research, 19(5), 706–711. https://doi.org/10.5829/idosi.mejsr.2014.19.5.21018. [CrossRef]
Stefano, N. M., Casarotto Filho, N., Barichello, R., & Sohn, A. P. (2015). A fuzzy SERVQUAL based method for evaluated of service quality in the hotel industry. Procedia CIRP, 30 (December), 433–438. https://doi.org/10.1016/j.procir. 2015.02.140 [CrossRef]
Sugiyono. (2012). Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta. [CrossRef]
Sugiyono. (2013). Statistika Untuk Penelitian. Bandung: Alfabeta. [CrossRef]
Tefera, O., & Govender, K. (2016). Hotel Ratings , Service Quality, Customer Satisfaction and Loyalty : The Perception of Guests at Ethiopian Hotels, 5(3), 1–23. [CrossRef]
Vazquez, R., Bosque, I.A.R. Del, Diaz, A.M., & Ruiz, A. V. (2000). Service quality in supermarket retailing: Identifying critical service experiences. Journal of Retailing and Consumer Services, 8(1), 1–14. https://doi.org/10.1016/ S0969-6989(99)00018-1 [CrossRef]
Zeithaml, V.A., A. Parasuraman, dan L.L.B. (1990). Delivering Quality Services, Free Press, New York. [CrossRef]
Zeithaml, Valarie A., M.J.B. & D.D.G. (2009). Service Marketing: Integrating Customer Focus Across The Firm 5th ed. New York: McGraw-Hill. [CrossRef]
