The Influence of Facility and Service Quality towards Customer Satisfaction and Its Impact on Customer Loyalty in Borobudur Hotel in Jakarta

Rianto Nurcahyo · Annisa Nur Fitriyani · Irma Nur Hudda

38 citations0/0 files storedBinus Business Review

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Consumer Behavior and Marketing Influence

Abstract

Hotel developments currently grow very rapidly. The emergence of new hotels increases the competition in the hospitality industry. This research aimed to determine the influence of the facilities, the quality of service to customer satisfaction and its impact on customer loyalty in Borobudur Hotel in Jakarta. Data collection were done by distributing questionnaires directly to 360 customers in Borobudur Hotel, Jakarta. The analysis technique used path analysis. The results of this research indicate that the variables of facilities, service quality, and customer satisfaction significantly affect customer loyalty variables simultaneously or partially. In addition, facilities and quality of service variable have a significant effect on customer satisfaction variables.

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2013Research Methods for Business: A Skill-Building Approach 2012METODE PENELITIAN KUANTITATIF KUALITATIF DAN R &D 2013Research methods for business : a skill-building approach 6th ed.1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions 2001Measuring the relationship between firm perceived quality and customer satisfaction and its influence on purchase intentions 2014Metode penelitian dan statistik 2014The Impact Of Service Quality On Customer Satisfaction In Internet Banking 2013Pengaruh Fasilitas dan Kualitas Pelayanan Terhadap Loyalitas, Melalui Kepuasan Konsumen Sebagai Variabel Intervening pada Star Clean Car Wash Semarang

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2023Is Customer Satisfaction Achieved Only with Good Hotel Facilities? A Moderated Mediation Model

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