Effect of Price and Service Quality on Customer Satisfaction and Its Implications for Customer Loyalty at Aston Pluit Hotel & Residence Jakarta
Dublin Core
Title
Effect of Price and Service Quality on Customer Satisfaction and Its Implications for Customer Loyalty at Aston Pluit Hotel & Residence Jakarta
Subject
Pricing, service quality, customer satisfaction, customer loyalty
Description
As a provider of lodging, Aston Pluit Hotel & Residence Jakarta ”always strives to improve customer satisfaction or hotel guests in order to maintain customer loyalty to Aston Pluit Hotel & Residence Jakarta itself. However, the problem related to this research is about customer loyalty to Aston Pluit Hotel & Residence Jakarta during the 2015-2018 period, during which the number of guests staying at the Hotel Pluit Aston & Residence Jakarta decreased significantly even though the Hotel Pluit Aston & Residence Jakarta raises service standards and promotions to attract guests to visit and stay at the hotel. This research is categorized in Explanatory Research, with the data survey method using a questionnaire. The sampling technique uses Probability Sampling for population withdrawal using census techniques, the sample of respondents is hotel guests with a total of 359 guests. The method used in this research is the analysis of Structural Equation Modeling (SEM) using the LISREL 8.8 program with a factor loading value of 0.05. The results of this study indicate a positive and significant effect of price on customer satisfaction, a positive and significant effect of service quality on customer satisfaction, a positive and significant effect of price on customer loyalty, a positive and significant effect of service quality on loyalty. customers, there is a positive and significant influence of customer satisfaction variables on customer loyalty. There is a positive and significant effect of both price and service quality on customer loyalty through customer satisfaction
Creator
Arfin Jaya Saputra1
Source
https://dinastipub.org/DIJEFA/article/view/728/518
Publisher
Mercubuana University
Date
29 March 2021
Contributor
rfin Jaya Saputra1, Djumarno2
Format
PDF
Language
English
Type
Text
Files
Collection
Citation
Arfin Jaya Saputra1, “Effect of Price and Service Quality on Customer Satisfaction and Its Implications for Customer Loyalty at Aston Pluit Hotel & Residence Jakarta,” Repository Horizon University Indonesia, accessed October 31, 2025, https://repository.horizon.ac.id/items/show/5508.