Model Struktural Kualitas Layanan, Suasana Hotel, Keputusan Pembelian, Kepuasan Pelanggan Dan Loyalitas Pelanggan Luminor Hotel
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
Masruroh, Aisyah
Subject
658.8 - MANAGEMENT OF MARKETING
Datestamp
2023-06-21 02:28:04
Abstract :
This study aims to examine the relationship between service quality, hotel atmosphere, purchasing decisions, customer satisfaction and customer loyalty of Luminor Hotel. The sample in this study consisted of 183 respondents who were visitors to Luminor Hotel Surabaya and Sidoarjo within the last 6 months, respondents at least 19 years old, visitors to Luminor Hotel Surabaya or Sidoarjo for personal /individual interests with tourist destinations. The analysis technique used in this study is nonprobability sampling using Structural Equation Modelling - Partial Least Square (SEM-PLS) with Warp PLS to examine instruments and hypotheses. The results of this study show that service quality has a significant effect on Luminor Hotel purchase decisions, hotel atmosphere has a significant effect on Luminor Hotel purchase decisions, purchase decisions have a significant effect on Luminor Hotel customer satisfaction, customer satisfaction has a significant effect on Luminor Hotel customer loyalty. This research shows that the quality of service and hotel atmosphere is one of the competitive advantages that companies must shape purchasing decisions and customer satisfaction so as to increase customer loyalty. Keyword: Service Quality, Hotel Atmosphere, Purchase Decision, Customer Satisfaction, Customer Loyalty.
This study aims to examine the relationship between service quality, hotel atmosphere, purchasing decisions, customer satisfaction and customer loyalty of Luminor Hotel. The sample in this study consisted of 183 respondents who were visitors to Luminor Hotel Surabaya and Sidoarjo within the last 6 months, respondents at least 19 years old, visitors to Luminor Hotel Surabaya or Sidoarjo for personal /individual interests with tourist destinations. The analysis technique used in this study is nonprobability sampling using Structural Equation Modelling - Partial Least Square (SEM-PLS) with Warp PLS to examine instruments and hypotheses. The results of this study show that service quality has a significant effect on Luminor Hotel purchase decisions, hotel atmosphere has a significant effect on Luminor Hotel purchase decisions, purchase decisions have a significant effect on Luminor Hotel customer satisfaction, customer satisfaction has a significant effect on Luminor Hotel customer loyalty. This research shows that the quality of service and hotel atmosphere is one of the competitive advantages that companies must shape purchasing decisions and customer satisfaction so as to increase customer loyalty. Keyword: Service Quality, Hotel Atmosphere, Purchase Decision, Customer Satisfaction, Customer Loyalty.
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