PENGARUH PERCEIVED SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABLE INTERVENING DI HOTEL KARTIKA GRAHA MALANG

Eva Yohana Sudjianto, Edwin Japarianto




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.


Keywords


Perceived service quality, customer satisfaction, customer loyalty.

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