The Effects Of Service Quality, Perceived Value And Customer Satisfaction On Customer Loyalty: A Study Of Five-Star Hotel Services In Jakarta

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Putritami, Tania Lasmaya (2020) The Effects Of Service Quality, Perceived Value And Customer Satisfaction On Customer Loyalty: A Study Of Five-Star Hotel Services In Jakarta. Undergraduate thesis, Sekolah Tinggi Manajemen IPMI.

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Abstract

The identified growing guest loyalty problem in the hospitality sector has set an urgency for a more comprehensive research to be conducted. A study with a focus on redefining the concept of loyalty landscape to find out which approach should be done by hotel businesses that will better-fit for the current market characteristics might just be the difference in between surviving or losing in today’s hospitality industry. The aim of this study is to investigate the positive and significant effects of service quality on perceived value, service quality on customer satisfaction, perceived value on customer satisfaction and customer satisfaction on customer loyalty in the guests of five-star hotel services. A quantitative approach focusing on cause and effect relationship among variables was being done. The study involved 100 five-star hotel regular guests as samples. The analysis technique used in this study is Partial Least Square (PLS) Structural Equation Modeling (SEM), with SmartPLS 3 program as analysis software. The results show that service quality has a positive and significant effect on perceived value and customer satisfaction, perceived value does not have a significant effect on customer satisfaction and customer satisfaction has a positive and significant effect on customer loyalty. With these results in mind, the study of “The Effects of Service Quality, Perceived Value and Customer Satisfaction on Customer Loyalty: A Study of Five-Star Hotel Services in Jakarta” should be beneficial for future researchers to design their investigation on the third hypothesis which was not supported by this study. Doing so might result in a clearer explanation on loyalty concept, particularly in luxury market segment such as the sample of this study. Moreover, the finding could help practitioners in hotel sector to design for a more strategic plan to enhance their customer loyalty which seen as the differentiator in the survival of hospitality business nowadays. Keywords: Service Quality, Perceived Value, Customer Satisfaction, Customer Loyalty, SEM, PLS

Item Type: Thesis (Undergraduate)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Thesis > Bachelor of Business Administration
Depositing User: Dede Faujiah
Date Deposited: 01 Feb 2021 09:51
Last Modified: 22 Nov 2021 06:57
URI: http://repository.ipmi.ac.id/id/eprint/1054

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