Pengaruh Kualitas Layanan dan Harga terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Hotel Zodiak di Kota Bandung
Abstract: This research wanted
to understand the influence of service quality and price againts customer
loyality through customer satisfaction. This research used quantitative
approach. The object of this research is specified for Zodiac Hotel’s consumers
in Bandung. The data used is primer data that obtained from 210 respondents and
sampling method used is purposive sampling. The data obtained and analyzed by
using Structural Equation Modeling (SEM). Where obtained that the value of
Tstatistic on service quality (9.39) > Ttable (1.97), the value of
Tstatistic on price (1.01) < Ttable (1.97), and the value of Tstatistic on
customer satisfaction (8.49) > Ttable (1.97). The result of this research
showed that service quality affects customer satisfaction and customer
satisfaction impact loyalty, while the price is considered no effect on
customer satisfaction and customer loyalty. The conclusion of this research was
a significant effect on service quality and customer satisfaction impact
loyalty Zodiac Hotel ‘consumers.
Penulis: Olive Caroline,
Chandra Kuswoyo
Kode Jurnal: jpmanajemendd130744
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