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All Journal Agroland : Jurnal Ilmu-Ilmu Pertanian Jurnal Lahan Suboptimal Jurnal Hospitality dan Manajemen Jasa EduChemia (Jurnal Kimia dan Pendidikan) JC-T (Journal Cis-Trans): Jurnal Kimia dan Terapannya International Journal of Supply Chain Management Open Access DRIVERset
Effendy Effendy
Universitas Negeri Malang
Agriculture, Biological Sciences & Forestry Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Decision Sciences, Operations Research & Management Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Materials Science & Nanotechnology Transportation

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Journal : Jurnal Hospitality dan Manajemen Jasa

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PENGARUH CITRA MEREK TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN DI HOTEL X SURABAYA Nugraheni Nugraheni; Effendy Effendy; Fransisca Andreani
Jurnal Hospitality dan Manajemen Jasa Vol 7, No 2 (2019): Jurnal Hospitality dan Manajemen Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

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Abstract

AbstrakHotel X Surabaya merupakan sebuah hotel yang memiliki citra merek kuat yang dapat menciptakan kepuasan pelanggan. Oleh karena itu, hal ini dapat menggiring Hotel X untuk menciptakan loyalitas dari pelanggan. Penelitian ini bertujuan untuk mengetahui pengaruh citra merek terhadap loyalitas pelanggan melalui kepuasan pelanggan di Hotel X Surabaya. Penelitian ini melibatkan 241 kuesioner namun hanya 144 kuesioner yang valid. PLS digunakan untuk menganalisis data pada penelitian ini. Hasil penelitian ini menunjukkan bahwa citra merek memiliki pengaruh secara positif dan signifikan terhadap kepuasan pelanggan dan citra merek berpengaruh langsung secara positif dan signifikan terhadap loyalitas pelanggan, sedangkan kepuasan pelanggan berpengaruh positif namun tidak signifikan pada loyalitas pelanggan di Hotel X Surabaya.Kata kunci : Citra Merek, Kepuasan Pelanggan, Loyalitas PelangganAbstractX Hotel Surabaya is a hotel with strong brand image that is able to create customer satisfaction. Thus it can lead to customer loyalty. The purpose of this research is to find out the effect of brand image on customer loyalty through customer satisfaction in X Hotel Surabaya. There are 241 questionnaires but only 144 questionnaires are valid. PLS is used to analyze the data. The results of this research show that brand image has a positive and significant effect on customer satisfaction and brand image has a positive and significant effect on customer loyalty. While customer satisfaction has a positive effect, yet it has not significant effect on customer loyalty in X Hotel Surabaya.Keywords: Brand Image, Customer Satisfaction, Customer Loyalty
Co-Authors Alimudin Laapo Christoporus, Christoporus Dance Tangkesalu Dewi Vebriyanti Donny Osmond Aluman Elisa Elisa Fariati Fariati Fransisca Andreani Hadayani Hadayani Harman Hamidson Lien Damayanti Made Antara Mahfudz Mahfudz Maya Erliza Anggraeni Muh Dwi Saputra Muh Fardhal Pratama Muhammad Asy’ Ary Muhammad Basir Cyio Muhardi Muhardi Munzil Nugraheni Nugraheni Nur Jannah Nurhidaya Nurhidaya Risky Risky Rusniati S.Politon Rustam Abdul Rauf Sahari Kassa suparman suparman Triyansyah Triyansyah Wawan Setiawan Wiwi Widiastuti YULIA PUJIASTUTI