Pengaruh service quality dan customer value terhadap customer loyalty melalui customer relationship management hotel bintang 3 di Surabaya

Lestari, Dian Dwi (2019) Pengaruh service quality dan customer value terhadap customer loyalty melalui customer relationship management hotel bintang 3 di Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Industri jasa merupakan salah satu fenomena yang unik dalam pembangunan nasional suatu bangsa. Semakin maju suatu bangsa, maka semakin besar konstribusi dari komponen jasa pada struktur pendapatan nasional suatu bangsa. Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh service quality dan percieved value terhadap customer loyalty melalui customer relationship management hotel bintang 3 di Surabaya. Penelitian ini menggunakan teknik pengambilan sampel yaitu non probability sampling dengan cara purposive sampling, dengan jumlah sampel sebanyak 150 responden. Setiap responden tersebut merupakan individu yang pernah mengunjungi dan bermalam di hotel bintang 3 Surabaya. Kuesioner digunakan untuk mengumpulkan data dan selanjutnya diolah dengan teknik analisis SEM (Structural Equation Modeling) dengan program SmartPLS 3.0. Hasil penelitian ini dapat disimpulkan: (1) service quality berpengaruh positif terhadap customer relationship management (2) customer value berpengaruh positif terhadap customer relationship management (3) customer relationship management berpengaruh positif terhadap customer loyalty Kata Kunci: Service Quality, Customer Value, Customer Relationship Management, Customer Loyalty

Item Type: Thesis (Undergraduate)
Department: S1 - Manajemen
Uncontrolled Keywords: Service quality Customer value,Customer relationship, management Customer loyalty
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Users 7111 not found.
Date Deposited: 16 Jul 2019 02:25
Last Modified: 16 Sep 2019 08:50
URI: http://repository.ukwms.ac.id/id/eprint/19576

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