Image of Analisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan, loyalitas pelanggan dan citra merek hotel berbasis Syariah : studi kasus Hotel Sofyan

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Analisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan, loyalitas pelanggan dan citra merek hotel berbasis Syariah : studi kasus Hotel Sofyan

This research investigates the effect of service quality on customer satisfaction, customer loyalty and brand image of Hotel Sofyan as a Sharia Compliant Hotel. Service quality consists of dimensions: tangible, reliability, responsiveness, assurance and empathy. In order to keep the relevancy of the research, researcher adding up Islamic Value Factors as a dimension of service quality. The 200 respondents are guests at Hotel Sofyan Betawi and Sofyan Inn Tebet. Structural Equation Modeling with LISREL 8.5 has been used to process the data. The results show that hotel service quality affect directly to customer satisfaction and customer loyalty. Direct effect of service quality to brand image is relatively weak, however the indirect effect indicating a strong effect mediated by customer satisfaction. Therefore, building brand image of Sharia Compliant Hotel as an unique value proposition have greater importance to deal with the hotel and accomodation industry competition that dominated by conventional hotel-base.Ada tabel

Ketersediaan

Call NumberLocationAvailable
8393PSB lt.2 - Karya Akhir1
Penerbit Depok Program Studi Manajemen, Fakultas Ekonomi Universitas Indonesia.,
Edisi -
Subjek Consumer satisfaction
Consumer loyalty
Brand image
Service quality
Hotels
Sharia
ISBN/ISSN -
Klasifikasi -
Deskripsi Fisik xv, 130 p., 50 p. : diagr. ; 30 cm & lamp.
Info Detail Spesifik -
Other Version/Related Tidak tersedia versi lain
Lampiran Berkas Tidak Ada Data