The Effect of Service Quality on Behavioral Loyalty Through Customer Satisfaction and Attitudinal Loyalty in the 4-Star Hotel in East Java, Indonesia

Susanti, Christina Esti (2019) The Effect of Service Quality on Behavioral Loyalty Through Customer Satisfaction and Attitudinal Loyalty in the 4-Star Hotel in East Java, Indonesia. The Effect of Service Quality on Behavioral Loyalty Through Customer Satisfaction and Attitudinal Loyalty in the 4-Star Hotel in East Java, Indonesia, 7 (6). pp. 562-568. ISSN 2328-2185

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Official URL: http://www.davidpublisher.org/Home/Journal/MS

Abstract

This research was conducted to test and analyze the influence of service quality on behavioral loyalty through customer satisfaction and attitudinal loyalty to 4-Star Hotel in East Java. This research is a survey research. The sampling technique used is non probability sampling. Sample sizes are 200 respondents. The analysis tool used is Structural Equation Model (SEM) Analysis. The result of the research shows that hypothesis proposed in this research is accepted. Academic suggestion submitted is for research that will come dating need to be explored influence of other variables that influence behavioral loyalty. While practical suggestions submitted to business actors is for business actors to pay attention and keep the variables that effect behavioral loyalty. Especially studied in this study they are: service quality, customer satisfaction, and attitudinal loyalty.

Item Type: Article
Uncontrolled Keywords: attitudinal loyalty, behavioral loyalty, customer satisfaction, service quality
Subjects: Business > Management
Divisions: Journal Publication
Depositing User: F.X. Hadi
Date Deposited: 14 May 2020 02:25
Last Modified: 14 May 2020 02:28
URI: http://repository.wima.ac.id/id/eprint/21789

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