Analisis Faktor-Faktor yang Mempengaruhi Customer Loyalty pada Resort di Batam

Wijaya, Bella (2019) Analisis Faktor-Faktor yang Mempengaruhi Customer Loyalty pada Resort di Batam. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Penelitian ini dilakukan dengan tujuan untuk mengetahui faktor-faktor apa saja yang mempengaruhi variabel customer loyalty pada resort di Batam. Faktor-faktor yang dimaksud adalah variabel service quality, corporate image, dan customer satisfaction. Objek dalam penelitian adalah 5 resort di Batam dengan rating tertinggi dan jumlah ulasan terbanyak. Daftar resort tersebut adalah Montigo Resort Nongsa, Harris Resort Batam Waterfront, Turi Beach Resort, Holiday Inn Resort Batam, dan KTM Resort Batam. Penelitian menggunakan masyarakat yang pernah mengunjungi resort di Batam lebih dari satu kali. Total kuesioner yang disebarkan adalah sebanyak 250 lembar. Berdasarkan hasil olah data menggunakan program SmartPLS versi 3.0, service quality mempengaruhi customer loyalty. Corporate image tidak mempengaruhi customer loyalty. Customer satisfaction mempengaruhi customer loyalty. ********************************************************************** This research was conducted with the aim to determine what factors affect customer loyalty variables on resort in Batam. The factors are service quality, corporate image, and customer satisfaction variables. Objects in research are 5 resorts in Batam with the highest rating and the highest number of reviews. The list of resorts is Montigo Resort Nongsa, Harris Resort Batam Waterfront, Turi Beach Resort, Holiday Inn Resort Batam, and KTM Resort Batam. Researchs uses people who have visited resorts in Batam more than once. The total questtionnaires distributed were 250 sheets. Based on the results of data processing using the SmartPls version 3.0 program, service quality affects customer loyalty. Corporate image does not affect customer loyalty. Customer satisfaction affects customer loyalty.

Item Type: Thesis (Undergraduate)
Additional Information: Similarity: 22
Uncontrolled Keywords: resort, customer loyalty, service quality, corporate image, and customer satisfaction
Subjects: H Social Sciences > HF Commerce > Business
Divisions: School of Economic and Business > Accounting
SWORD Depositor: Admin Repository Universitas Internasional Batam
Depositing User: Admin Repository Universitas Internasional Batam
Date Deposited: 16 Oct 2019 07:32
Last Modified: 16 Oct 2019 07:32
URI: http://repository.uib.ac.id/id/eprint/1482

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