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All Journal Jurnal Bisnis dan Manajemen Jurnal Riset Akuntansi dan Bisnis JURNAL ILMIAH MANAJEMEN & BISNIS Maneggio: Jurnal Ilmiah Magister Manajemen NUSANTARA : Jurnal Ilmu Pengetahuan Sosial Journal of Education, Humaniora and Social Sciences (JEHSS) Al-Masharif: Jurnal Ilmu Ekonomi dan Keislaman International Journal of Business Economics (IJBE) Jurnal AKMAMI (Akuntansi Manajemen Ekonomi) International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Proceeding International Seminar of Islamic Studies AL-MULTAZIM : Jurnal Manajemen Bisnis Syariah Jurnal SALMAN : Sosial dan Manajemen Journal of International Conference Proceedings International Journal of Economic, Technology and Social Sciences (Injects)
Muhammad Arif
Faculty Of Economics And Business, Universitas Muhammadiyah Sumatera Utara
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Astronomy Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Physics Public Health Social Sciences Other

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Journal : Jurnal Bisnis dan Manajemen

 1 
Structural Models of Customer Loyalty on Star Hotel in Medan, Indonesia Dedek Kurniawan Gultom; Nadia Ika Purnama; Muhammad Arif
Jurnal Bisnis dan Manajemen Vol 8, No 2 (2021): Jurnal Bisnis dan Manajemen Volume 8 Nomor 2 Tahun 2021
Publisher : University of Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26905/jbm.v8i2.5862

Abstract

This study aims to analyze directly and indirectly the service quality and hotel image on consumer satisfaction and customer loyalty. The location of this study is in several star hotels in Medan such as Graha Serela, Santika Premier Dyandra, Polonia, Grand Swiss-Bell, JW Marriot, Garuda Plaza, and Grand Aston City Hall Hotel. Populations in this study are guests who staying at a Starred Hotel in Medan in 2019, while the sample is determined as many as 215 consumers (hotel guests). Data answering techniques used are interviews, questionnaires and documentation studies. The data analysis method used in this study is Structural Equation Modelling (SEM). The results of research show directly, the quality of service provided to Consumer Satisfaction, Service Quality affect on Customer Loyalty, Hotel Image against Consumer Satisfaction, Hotel Image affect Customer Loyalty and Consumer Satisfaction against Customer Loyalty. Directly, the service quality and hotel image of customer loyalty through customer satisfaction.
Co-Authors Ade Gunawan Adisya Nadira Putri Afrianti Syahputri Andri Soemitra Asmuni Asmuni Ayu Waningsih Sirait Bella Olivia Rizki Dani Iskandar Dedek Kurniawan Gultom Dedek Kurniawan Gultom Dwi Nuriyani Elsa Laura Rizky Barona Ihsan Rambe Jufrizen Juliana Juliana Kesha Stevanie Simarmata Muhammad Andi Prayagi Muhammad Andi Prayogi Muhammad Elfi Azhar MUHAMMAD FAHMI Mukmin Mukmin Mukmin Mukmin Murviana Koto Nadia Ika Purnama Radiman Radiman Rakhmad Bahagia Rio Dermawan Nasution Salman Farisi Siti Mujiatun Sonja Nirwana Hasibuan Sri Sudiarti Tupti, Zulaspan Tuti Anggraini Yusnandar, Willy