Influence of service quality and the atmosphere towards loyalty through customer satisfaction in boutique hotel in East Java, Indonesia

Susanti, Christina Esti (2014) Influence of service quality and the atmosphere towards loyalty through customer satisfaction in boutique hotel in East Java, Indonesia. In: 12th APacCHRIE Conference 2014, 21-24 May, 2014, Subang Jaya, Malaysia.

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Abstract

The purpose of this study was to analyze the influence of service quality and atmosphere on customer loyalty through customer satisfaction to boutique hotels in East Java. The variables in this study are: 1) Exogenous variables are Service Quality (X1) and Atmosphere (X2). 2) Customer Satisfaction as an intervening variable (Y1). 3) Endogenous variable is Customer Loyalty (Y2). The population of this study is that guests staying or stayed in the boutique hotel in East Java. The sample for this study of 100 people with characteristics such pick a boutique hotel in East Java on the basis of a personal decision, with an age range between 20-55 years old, already working and have a minimum of 5 million revenue range. Sampling technique in this study using a convenience - purposive sampling procedure to obtain a sample unit according to researchers who desire can easily be found (Sekaran, 2006). This study used Structural Equation Modeling (SEM) as a data analysis technique. SEM is a statistical tool used to resolve simultaneous multilevel models that cannot be solved by a linear regression equation. The results of the research and discussion that is used in accordance with the hypothesis that the purpose of the analysis performed using Structural Equation Modeling (SEM) can be deduced all the hypotheses proposed in this study received. It means that the higher the service quality and atmosphere increases customer satisfaction on boutique hotel in East Java. So it can be said that the better services quality and atmosphere provided boutique hotel in East Java will increase consumer desire for a return stay at the boutique hotel and recommend to others. Suggestions put forward as a result of this study is the manager of a boutique hotel should pay more attention to every detail that is used to create service quality and an atmosphere that matches the theme of the boutique hotel.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Service quality, atmosphere, customer satisfaction, customer loyalty
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Vincentius Widya Iswara
Date Deposited: 20 Feb 2015 05:06
Last Modified: 15 Jul 2016 07:09
URI: http://repository.wima.ac.id/id/eprint/1439

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