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All Journal Jurnal Manajemen dan Agribisnis Asia-Pacific Management and Business Application Jurnal Manajemen Indonesia Forum Ekonomi : Jurnal Ekonomi, Manajemen dan Akuntansi International Journal of Applied Sciences in Tourism and Events INTERACTION: Jurnal Pendidikan Bahasa Jurnal Ilmiah Edunomika (JIE) Journal of Robotics and Control (JRC) JIIP (Jurnal Ilmiah Ilmu Pendidikan) Akrab Juara : Jurnal Ilmu-ilmu Sosial Prosiding Konferensi Nasional PKM-CSR Media Bina Ilmiah eProceedings of Applied Science Jurnal Indonesia Sosial Teknologi Journal of Business on Hospitality and Tourism Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Momentum Matrix: International Journal of Communication, Tourism, and Social Economic Trends
Ersy Ervina
Telkom University
Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Chemistry Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Mechanical Engineering Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Journal : International Journal of Applied Sciences in Tourism and Events

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THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT COMPONENT ON GUEST LOYALTY TOWARD STARRED HOTEL IN YOGYAKARTA Dasril Indra; Ersy Ervina
Jurnal Internasional Ilmu Pengetahuan Terapan bidang Pariwisata dan Events Vol 4 No 1 (2020): June 2020
Publisher : Pusat Penelitian dan Pengabdian kepada Masyarakat (P3M) Politeknik Negeri Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1725.681 KB) | DOI: 10.31940/ijaste.v4i1.1647

Abstract

Purpose: This study aims to identify the overview of customer relationship management, analyze the level of hotel guest loyalty, and analyze the effect of customer relationship management consisting of services for the long term, individual service programs and partner relationships to the loyalty of hotel residents both simultaneously and partially. Research methods: This research was conducted in a descriptive and verification manner, while the research method used was a descriptive survey and explanatory survey methods, using samples through probability sampling techniques. Data collection used was interviews using a questionnaire accompanied by observation techniques. Data collection in the field was carried out in 2019. Data analysis used Path Analysis. Results and discussions: The results of this study indicate that; indicators of customer relationship management, and customer loyalty in four-star hotels in Yogyakarta City are generally rated well by customers, which means that four-star hotels in the City of Yogyakarta can raise good customer relationships and can provide high value and loyalty to their customer. Conclusion: Customer relationship management both simultaneously and partially affects the loyalty of four-star hotel customers in the city of Yogyakarta.
Co-Authors Adrian Agoes Aji Gunadi, Gagah Al Giffari, Muhammad Zacky Angelina Prima Kurniati Annisa Khoirul Husna Anwari Masatip Asep Saepulloh Bethani Suryawardani Bethani Suryawardani Caroline Christy Cindy Aurellia Dasril Indra Dwiesty Dyah Utami Fanni Khusnul Hanifa Gabriela L Silalahi Giva Andriana Mutiara Guntur Prabawa Guntur Prabawa Kusuma Imelda Atastina Istefa Suci Andari Putri Heng Kurnia Wijayanti Kusumo, Rio Febrian Michelle Felicia Vanka Muhammad Fakhri Fadhlurrohman Nabila Rizqy Fahira Nandina Restu Febriana Purwanto, Zadosaadi Brahmantio Rahma Rosdiana Ratna Gema Maulida Ratu Ratna Risma Puspita Dewi Riza Taufiq Tapiuray Alhira Sandra Tito Pandu Raharjo Umi Sumarsih Umi Sumarsih Umi Sumarsih Vany Octaviany Warih Maharani Wijaya, Yaffazka Afazillah Wulung, Shandra Rama Panji Zahirah, Sabrina Zahrah