The Influence of Visitor Satisfaction on Hotel Customer Loyalty
DOI:
https://doi.org/10.60036/jbm.v4i1.art7Keywords:
Satisfaction, Visitors, Loyalty, Hotel CustomersAbstract
The reduction in visitors to accommodation or hotels is certainly due to several factors, both external and internal hotel factors. This could include customers being dissatisfied with the results of their visit, so they no longer want to visit the hotel. Therefore, this research will test whether customer dissatisfaction affects hotel visitor loyalty. The data collection method uses verification and descriptive methods. The research results show that customer satisfaction is generally quite high to very high. In this customer satisfaction variable, system satisfaction is the largest, and company satisfaction is the smallest. The biggest aspect is that the hotel can evaluate the benefits obtained by customers, and the statement that customers are satisfied with good and fast customer behavior the smallest aspect is that the hotel is less able to establish quality relationships and in the statement, it lacks a high commitment to cooperation with customers.
Downloads
References
Amal, B. K., Pasaribu, F., & Purba, A. S. (2022). The Analysis Of The Benefits Of Expo Bank Sumatera Utara To Reduce Poverty. Webology, 19(1), 6900-6920.
Ade Galih, N., Wahidah, A., Purba, A. S., Nurbayani, S., Abdullah, A. G., & Danuwijaya, A. A. (2018). Women and Achievement.
Anggraeni, N. M. S., & Yasa, N. N. K. (2012). E-service quality terhadap kepuasan dan loyalitas pelanggan dalam penggunaan internet banking. Jurnal keuangan dan perbankan, 16(2).
Amin, Z., Burhanuddin, B., Shadiq, T. F., & Purba, A. S. (2021). How The Choice of Academic Majors and Students' Future Achievements According to The Talent Path. Nazhruna: Jurnal Pendidikan Islam, 4(3), 672-684.
Bowen, J. T., & Chen, S. L. (2001). The relationship between customer loyalty and customer satisfaction. International journal of contemporary hospitality management, 13(5), 213-217.
Bailia, J. F., Soegoto, A. S., & Loindong, S. S. R. (2014). Pengaruh kualitas produk, harga dan lokasi terhadap kepuasan konsumen pada warung-warung makan lamongan di kota Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 2(3).
Cheng, Z., Ding, Y., He, X., Zhu, L., Song, X., & Kankanhalli, M. S. (2018, July). A^ 3NCF: An Adaptive Aspect Attention Model for Rating Prediction. In IJCAI (pp. 3748-3754).
East, R., Romaniuk, J., Chawdhary, R., & Uncles, M. (2017). The impact of word of mouth on intention to purchase currently used and other brands. International Journal of Market Research, 59(3), 321-334.
Fatihudin, D., & Firmansyah, A. (2019). Pemasaran Jasa (strategi, mengukur kepuasan dan loyalitas pelanggan). Deepublish.
Han, H., Hsu, L. T. J., & Sheu, C. (2010). Application of the theory of planned behavior to green hotel choice: Testing the effect of environmental friendly activities. Tourism management, 31(3), 325-334.
Hudaya, A., Djumarno, D., & Djubaedah, S. (2021). The Influence of Service Quality and Product Quality on Customer Satisfaction That Implications on Repurchase Interest. Dinasti International Journal of Management Science, 3(1), 150-160.
Hanifah, I., & Purba, A. S. (2021). Strengthening of Industrial Relations Courts as Efforts to Provide Legal Justice for Labourer. Review of International Geographical Education Online, 11(9).
Hanifah, I., & Purba, A. S. (2023). Legal Protection Against Pays of Workers Returned During the COVID-19 Pandemic Period in Indonesia. Revista de Gestão Social e Ambiental, 17(6), e03298-e03298.
Hasan, A., & Setiyaningtiyas, N. W. (2015). Pengaruh electronic word of mouth pada media sosial Facebook terhadap keputusan berkunjung ke Desa Wisata Nglanggeran Gunungkidul. Media Wisata, 13(1).
Ingtyas, F. T. (2021). Development of" Product Design" Learning Based On Kkni through Creative Industry Students. Review Of International Geographical Education, 11(3), 998-1007.
Keiningham, T. L., Cooil, B., Aksoy, L., Andreassen, T. W., & Weiner, J. (2007). The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet. Managing service quality: An international Journal, 17(4), 361-384.
Larastomo, J., Perdana, H. D., Triatmoko, H., & Sudaryono, E. A. (2016). Pengaruh tata kelola perusahaan dan penghindaran pajak terhadap manajemen laba pada perusahaan manufaktur di Indonesia. Esensi: Jurnal Bisnis dan Manajemen, 6(1), 63-74.
Moha, S., & Loindong, S. (2016). Analisis kualitas pelayanan dan fasilitas terhadap kepuasan konsumen pada Hotel Yuta di kota Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 4(1).
Madjid, R. (2013). Customer trust as relationship mediation between customer satisfaction and loyalty at Bank Rakyat Indonesia (BRI) Southeast Sulawesi. The international journal of engineering and science, 2(5), 48-60.
Muvid, M. B., Kisworo, A. Y., Septiawan, Y., PS, A. M. B. K., & Purba, A. S. (2023). Integration of Discovery Learning and Active Learning Methods in Shaping Students' Critical, Creative and Innovative Culture. Remittances Review, 8(4).
Purba, A. S., Hufad, A., Negara, C. P., Nasrawati, N., & Ramdani, A. M. (2018, November). The implication of Baduy Dalam tribe’s closure on Indonesia’s rank in the World Economic Forum. In Annual Civic Education Conference (ACEC 2018) (pp. 426-428). Atlantis Press.
Purba, A. S., Hufad, A., & Sutarni, N. (2019). Women’s entrepreneurial literacy and their business competitiveness. In Research for Social Justice (pp. 163-168). Routledge.
Sangadji, E. M., & Sopiah, S. (2013). The Effect of Organizational Culture On Lecturers’ Job Satisfaction and Performance: A Research in Muhammadiyah University throughout East Java. International Journal of Learning & Development, 3(3), 1-18.
Siahaan, M., Anantadjaya, S. P., Kurniawan, I. M. G. A., & Purba, A. S. (2022). Syariah Technology Financial Potential to Reach Non-bank Financing. Webology, 19(1), 77-91.
Saputra, A. J., & Djumarno, D. (2021). Effect of price and service quality on customer satisfaction and its implications for customer loyalty at Aston pluit hotel & residence Jakarta. Dinasti international journal of economics, finance & accounting, 2(1), 71-84.
Tefera, O., & Govender, K. (2017). Service quality, customer satisfaction and loyalty: The perceptions of Ethiopian hotel guests. Journal of hospitality, tourism and leisure, 6(2), 1-22.
Tjiptono, F., Arli, D., & Bucic, T. (2014). Consumer confusion proneness: insights from a developing economy. Marketing Intelligence & Planning, 32(6), 722-734.
Yao, Y., Luo, Z., Li, S., Shen, T., Fang, T., & Quan, L. (2019). Recurrent mvsnet for high-resolution multi-view stereo depth inference. In Proceedings of the IEEE/CVF conference on computer vision and pattern recognition (pp. 5525-5534).
Yunita, D., & Ali, H. (2017). Model of Purchasing Decision (Renting) of Generator Set: Analysis of Product Quality, Price an Service at PT. Hartekprima Listrindo.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Annita Jannah
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
