The Antecedents of Customer Loyalty of Five Star Hotels in Jakarta: Perspective of Service Quality Dimensions, Value and Satisfaction

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Susanti, Yulita Fairina (2023) The Antecedents of Customer Loyalty of Five Star Hotels in Jakarta: Perspective of Service Quality Dimensions, Value and Satisfaction. Proceeding International Conference on Business and Management research, 10. pp. 1-317. ISSN 2986-996x

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Abstract

Indonesia's hotel industry has seen tremendous expansion over the past ten years as a result of the country's expanding demand. However, global travel, tourism, and hospitality have all been severely and widely impacted by Covid-19. The condition has even started before the pandemic which was stated the decreasing number of occupancy rate in Indonesia. This prompted the redefining of the loyalty concept landscape in today's hospitality industry. The study aims to predicts customer loyalty in five-star hotels based on the perspective of service quality dimensions, perceived value, and satisfaction. Therefore, this study through SEM-PLS analysis has presented a survey of 100 guests of five-star hotel to examine the effects the antecedents on customer loyalty. Surprisingly, perceived value has not significantly effect on customer satisfaction, but the satisfaction successfully leads to the customer loyalty. Service loyalty on the other hand has significantly effect on satisfaction and perceived value. As such arguments imply on this study, customer loyalty depends more on the level of satisfaction resulting from the organization's services or performance. This study presents some implications for five-star hotels to be more effectively to accomplish service performance to boost customer loyalty, which will help it survive in a market with such intense competition before and after Covid-19 pandemic.

Item Type: Article
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty Career > BKD Document
Depositing User: Mrs. Yulita Susanti Ph.D
Date Deposited: 28 Jul 2023 03:18
Last Modified: 28 Jul 2023 03:18
URI: http://repository.ipmi.ac.id/id/eprint/2159

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