The Impact Of Service Quality And Outcome Quality Dimensions Towards Customer Loyalty Through Customer Satisfaction On Mid-Level Hotels

Devi, Karina Vashti (2023) The Impact Of Service Quality And Outcome Quality Dimensions Towards Customer Loyalty Through Customer Satisfaction On Mid-Level Hotels. Jurnal Ilmiah Manajemen Bisnis dan Inovasi, 10 (2). pp. 932-943. ISSN 2356-3966; E-ISSN 2621- 2331

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Abstract

This study aims to analyze the effects of Service Quality Dimensions and Outcome Quality dimensions on Customer Satisfaction and Customer Loyalty in three stars Hotels in Surabaya. Independent Variables used in this study are; Service Quality, with its dimensions; Tangibility, Reliability, Responsiveness, Assurance, and Empathy, and Outcome Quality, with its dimensions; Valence, Waiting Time, and Sociability. This study is causal research and a quantitative method was used. Data are gathered by sharing online questionnaires. Service Quality dimensions oftentimes are referred to as the main factors that influence customer satisfaction. There’s only a small amount of research done about the influence of Outcome Quality and its dimensions on customer satisfaction, especially in Indonesia. This study’s findings will be about which service quality dimensions and outcome quality dimensions have the most influence on customer satisfaction in three-star Hotels in Surabaya, and the influence of customer satisfaction towards customer loyalty in three-star Hotels in Surabaya.

Item Type:	Article
Uncontrolled Keywords:	Customer Satisfaction, Customer Loyalty, Outcome Quality, Service Quality
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory
Divisions:	Faculty of Business and Economic > Department of Management
Depositing User:	Karina Vashti Devi
Date Deposited:	07 Aug 2023 09:15
Last Modified:	07 Aug 2023 09:15
URI:	http://repository.ubaya.ac.id/id/eprint/44666

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