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All Journal JUIMA : Jurnal Ilmu Manajemen JURNAL EKSBIS Jurnal Manajemen Pelayanan Hotel Journal of Applied Management and Accounting Science (JAMAS) Synergy and Society Service Journal of Tourism and Interdiciplinary Studies Journal Research of Management Majalah Ilmiah Widyacakra BJHTCR
I Putu Bagus Suthanaya
Universitas Triatma Mulya
Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Social Sciences Other

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Journal : JUIMA : Jurnal Ilmu Manajemen

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PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABLE MEDIASI (Studi Pada Hotel The Breezes Bali) Sugiarsa, I Putu Gede Angga; Dewi, Luh Komang Candra; Suthanaya, I Putu Bagus
JUIMA : JURNAL ILMU MANAJEMEN Vol 8 No 2 (2018): JUIMA : JURNAL ILMU MANAJEMEN
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Mahasaraswati Denpasar

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (451.187 KB) | DOI: 10.36733/juima.v8i2.284

Abstract

This study discussed the role of service quality in improving customer satisfaction and loyalty of The Breezes Bali. Respondents in this study were 91 respondents with the criteria ever stay at The Breezes Bali hotel more than twice, at least 17 years old. Determination of sample using purposive sampling method. This research used Partial Least Square (PLS) analysis with SmartPLS program. The results showed that: 1) Quality of service had a positive and significant impact on customer satisfaction, 2) Quality of service had a positive but not significant effect to customer loyalty, 3) Satisfaction had a positive and significant impact on customer loyalty, 4) Customer satisfaction able to be a mediation variable shown by the results of service loyalty analysis is able to influence consumer satisfaction and customer satisfaction influence loyalty. The results of this study imply that the management of The Breezes Bali to improve the quality of services with emphasis on reability by serving customers or customers well. Increased customer satisfaction is more emphasis on improving corporate image by maintaining the good name of The Breezes Hotel Bali. Furthermore, customer loyalty can be improved by word of mouth communication to the customer. With word of mouth communication, customers will give positive information about Hotel the breezes Bali to others.
PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABLE MEDIASI (Studi Pada Hotel The Breezes Bali) I Putu Gede Angga Sugiarsa; Luh Komang Candra Dewi; I Putu Bagus Suthanaya
JUIMA : JURNAL ILMU MANAJEMEN Vol. 8 No. 2 (2018): JUIMA : JURNAL ILMU MANAJEMEN
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Mahasaraswati Denpasar

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (451.187 KB) | DOI: 10.36733/juima.v8i2.284

Abstract

This study discussed the role of service quality in improving customer satisfaction and loyalty of The Breezes Bali. Respondents in this study were 91 respondents with the criteria ever stay at The Breezes Bali hotel more than twice, at least 17 years old. Determination of sample using purposive sampling method. This research used Partial Least Square (PLS) analysis with SmartPLS program. The results showed that: 1) Quality of service had a positive and significant impact on customer satisfaction, 2) Quality of service had a positive but not significant effect to customer loyalty, 3) Satisfaction had a positive and significant impact on customer loyalty, 4) Customer satisfaction able to be a mediation variable shown by the results of service loyalty analysis is able to influence consumer satisfaction and customer satisfaction influence loyalty. The results of this study imply that the management of The Breezes Bali to improve the quality of services with emphasis on reability by serving customers or customers well. Increased customer satisfaction is more emphasis on improving corporate image by maintaining the good name of The Breezes Hotel Bali. Furthermore, customer loyalty can be improved by word of mouth communication to the customer. With word of mouth communication, customers will give positive information about Hotel the breezes Bali to others.
Co-Authors Eli Sumerta, I Ketut I Gede Suastana I Ketut Budiasa I Ketut Eli Sumerta I Made Sucita Dana I Nengah Aristana I Putu Gede Angga Sugiarsa I Putu Juliarta Ananjaya James Adolf Paparang Luh Komang Candra Dewi Made Yudi Darmita Nainggolan, Pondang Polikarpus Ni Kadek Ekayanti Ni Kadek Suciadnyani Ni Kadek Widya Elvirawati Ni Luh Komang Julyanti Paramita Sari Ni Luh Putu Ayu Anggi Pratiwi Ni Nyoman Ayu Pebri Trinita Ni Putu Novy Oktaviani Ni Putu Yunik Anggreni NLK Julyanti Paramita Sari Nugraha, Surya Putu Agus Prayogi Putu Agus Prayogi Putu Krisda Pramitha Wiyani Sugiarsa, I Putu Gede Angga Suryani, Putu Evi Widhya Pibriari, Ni Putu