PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN HOTEL ZODIAK DI KOTA BANDUNG

Caroline, Olive and Kuswoyo, Chandra (2013) PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN HOTEL ZODIAK DI KOTA BANDUNG. Jurnal Manajemen, 12 (2). pp. 1-18. ISSN 1411-9293

Text 13. Olive_Chandra_PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN HOTEL ZODIAK DI KOTA BANDUNG.pdf - Published Version Restricted to Registered users only Download (206kB)

Abstract

This research wanted to understand the influence of service quality and price againts customer loyality through customer satisfaction. This research used quantitative approach. The object of this research is specified for Zodiac Hotel’s consumers in Bandung. The data used is primer data that obtained from 210 respondents and sampling method used is purposive sampling. The data obtained and analyzed by using Structural Equation Modeling (SEM). Where obtained that the value of Tstatistic on service quality (9.39) > Ttable (1.97), the value of Tstatistic on price (1.01) < Ttable (1.97), and the value of Tstatistic on customer satisfaction (8.49) > Ttable (1.97). The result of this research showed that service quality affects customer satisfaction and customer satisfaction impact loyalty, while the price is considered no effect on customer satisfaction and customer loyalty. The conclusion of this research was a significant effect on service quality and customer satisfaction impact loyalty Zodiac Hotel ‘consumers.

Item Type:	Article
Uncontrolled Keywords:	service quality, price, customer loyalty, customer satisfaction.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi > S-1 Manajemen
Depositing User:	admin LPPM
Date Deposited:	05 Sep 2017 08:29
Last Modified:	05 Sep 2017 08:29
URI:	http://repository.lppm.maranatha.edu/id/eprint/282

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