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- Title
Service Quality, Trust and Customer Loyalty: The Role of Customer Satisfaction at the Hotel Services Industry in Indonesia.
- Authors
NURYAKIN; PRIYO, Joko Sadoso
- Abstract
This study aims to give a contribution to the literature in terms of; first, providing a development in the empirical research model of the relationship between service quality (SERVQUAL) on customer satisfaction; second, providing empirical evidences on the relation of trust on customer satisfaction; third, the importance of customer satisfaction in mediating the relationship of service quality (SERVQUAL) on customer loyalty. This study took its unit of analysis on customers who have once used the services of hotels in Surakarta, Indonesia. Sampling technique of this study employed purposive sampling. The data analysis in the empirical model testing used Structural Equation Modeling (SEM) approach with AMOS program. The result of testing for hypothesis one (H1) found that SERVQUAL affects positively on customer satisfaction. The testing result for hypothesis two (H2) revealed that Trust positively affects customer loyalty. Similarly, the testing for hypothesis three (H3) also showed the positive effect of customer satisfaction on customer loyalty.
- Publication
Quality - Access to Success, 2018, Vol 19, Issue 166, p50
- ISSN
1582-2559
- Publication type
Academic Journal