Pengaruh Service Quality, Corporate Image, Perceived Value, dan Customer Satisfaction Terhadap Customer Loyalty pada Hotel Bintang 4 di Batam

Adiyuda, Fikario (2020) Pengaruh Service Quality, Corporate Image, Perceived Value, dan Customer Satisfaction Terhadap Customer Loyalty pada Hotel Bintang 4 di Batam. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh dari Service Quality, Corporate Image, Perceived Value, dan Customer Satisfaction terhadap Customer Loyalty pada Hotel Bintang 4 di Batam. Penelitian ini menggunakan sampel masyarakat yang tinggal di batam,turis dari luar maupun dalam negeri yang menginap di hotel bintang 4 yang berada di Batam. Sebanyak 300 responden yang berhasil terkumpul dan hanya 297 responden yang dapat dipakai didalam penelitian. Dalam pemeilihan sampel, penelitian ini menggunakan metode purposive sampling dengan tujuan untuk memilih responden sesuai dengan ciri-ciri pada penelitian yang sudah diketahui sebelumnya, lalu disesuaikan dengan kriteria dalam penelitian sesuai dengan tujuan penelitian ini. Hasil dari penelitian adalah service quality, corporate image, perceived value memiliki pengaruh positif terhadap customer satisfaction dan customer satisfaction memiliki pengaruh positif sebagai mediasi antara service quality, corporate image, dan perceived value terhadap customer loyalty. ********************************************************************** This study aims to determine the effect of service quality, corporate image, perceived value, and customer satisfaction on customer loyaltyat 4 star hotels in Batam. This study uses a sample of people who live in Batam, foreign and domestic tourist staying at 4 star hotels in Batam. A total of 300 respondents were successfully collected and only 297 respondents could be used in the study. In selecting the sample, this study used purposive sampling method with the aim of selecting respondents in accordance with the characteristics of the study that had been previously understood, then adjusted to criteria in the study in accordance with the objective of this study. The results of the study are service quality, corporate image, perceived value has a positive influence on customer satisfaction and customer satisfaction has a positive effect as a mediation between service quality, company image, and perceived value of customer loyalty.

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