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All Journal Jurnal Manajemen dan Agribisnis Jurnal Ilmu Sosial dan Humaniora Jurnal Pariwisata Khasanah Ilmu - Jurnal Pariwisata Dan Budaya SEEIJ (Social Economics and Ecology International Journal) YUME : Journal of Management Jurnal Mantik JURNAL MANAJEMEN Tourism Scientific Journal Business Journal : Jurnal Bisnis Dan Sosial Jurnal MEBIS (Manajemen dan Bisnis) Jurnal Ilmiah Manajemen Kesatuan Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences International Journal of Economy, Education and Entrepreneurship (IJE3) TEKIBA : Jurnal Teknologi dan Pengabdian Masyarakat eScience Humanity Journal Cultoure: Jurnal Ilmiah Pariwisata Budaya Hindu International Journal of Applied Sciences in Tourism and Events SENTRI: Jurnal Riset Ilmiah Media Bina Ilmiah Journal of Management and Administration Provision Jurnal Indonesia Sosial Teknologi Journal of Business on Hospitality and Tourism Ranah Research : Journal of Multidisciplinary Research and Development NHI Hospitality International Journal Barista : Jurnal Kajian Bahasa dan Pariwisata Masyarakat Pariwisata: Journal of Community Services in Tourism Jornal Of Tourism Sciences (Toursci) Dharma: Jurnal Pengabdian Masyarakat IPSSJ TRJ (Tourism Research Journal) Jurnal Ilmiah Pariwisata
Rahmat Ingkadijaya
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Journal : Journal of Management and Administration Provision

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The Effect of Service Quality and Trust on Customer Loyalty with Satisfaction as an Intervening Variable in Three Star Hotels, Palembang Tania, Luthfia Renalda; Rahmanita, Myrza; Ingkadijaya, Rahmat; Karo, Pelliyezer Karo
Journal of Management and Administration Provision Vol. 4 No. 2 (2024): Journal of Management and Administration Provision
Publisher : Pusat Studi Pembangunan dan Pemberdayaan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55885/jmap.v4i2.361

Abstract

This research aims to analyze the direct and indirect influence of the variables Service Quality, Trust, Satisfaction and Customer Loyalty. The method used in this research is a quantitative method with primary andsecondary data collection techniques, including observation, questionnaires and literature study. The number of respondents involved in this research was 115 people, and data collection was carried out using instruments that focused on the variables studied. Data analysis was carried out using Smart-PLS software. Based on the results showed that satisfaction has a significant influence on customer loyalty Apart from that, trust also has a significant influence on satisfaction, and the influence of trust on customer loyalty through satisfaction shows significant results. Trust and satisfaction are important factors that influence customer loyalty in three-star hotels in Palembang City. The results of this research also show that the other four variables, namely the direct influence of service quality on customer loyalty, as well as the influence of service quality on trust and satisfaction, have an insignificant influence. Therefore, to increase customer loyalty to three-star hotels in Palembang, it is necessary to look for other factors that have a stronger and more significant influence.
Co-Authors Adhi Trirachmadi Mumin ADINOTO NURSIANA, ADINOTO Agus Maulana Amrullah Amrullah Angela, Patricia Naomi Angelina, Sheila Canistha Anggara, Ary Anis Darsiah Anjarani, Puti Minang Anom, Rahmat Indra Pratama Arafaf , Willy Ardiansyah, Syauqi Ariani, Vitria Azulmi, Desy Boediman, Surya Fadjar Bunasor Sanim Choerunisa, Siti Chotibul Umam Chotibul Umam, Chotibul Dewantara, Yudhiet Fajar Dewi, Triana Rosalina Diena Mutiara Lemy Doni Muhardiansyah Elissa Letsoin Emansyah, Ferdi Emenina Tarigan, Emenina Emier Osman, Ismeth Ervina Taviprawati Fachrul Husain Habibie, Fachrul Husain Ferdi Emansyah Fetty Asmaniati Fetty Asmaniaty Grace Mailo Gratia Wirata Laksmi Gratia Wirata Laksmi Hariani, Dina Haryono, Joko Heddy Shri Ahimsa Putra FIB UGM Heddy Shri Ahimsa Putra FIB UGM Heny Ratnaningtyas Heny, henyratnaningtyas Hera Oktadiana Hera Oktadiana, Hera Hermantoro, Hengky Husain Habibie, Fachrul Irfal Janianton Damanik - FISIP UGM Janianton Damanik - FISIP UGM Janu Dimas Permadi Jason, Jason Kusnedi, Rahmat Lasut, Flavina M.O Linda Desafitri RB Luh Putu Ratna Sundari M. Rahmad M. Rahmad, M. Rahmad Marintan br Gurning, Linda Rotua Mega Aldora Mulyani, Irma Myrza Rahmanita Nopirin - FEB UGM Nopirin - FEB UGM Novita Widyastuti, Novita Nurbaeti Nurbaeti Nurbaeti Nurlaila, R. Nirmalasari Nurlatifah Ismail Nurmalinda, Elda Osman, Ismeth Emier Pambudi, Bondan Pelliyezer Karo Karo Permatasari, Mustika Pinontoan, Nexen Alexandre Purwanti Dyah Pramanik Purwanti Dyah Pramanik, Purwanti Dyah Putra, Aditya Nova Qur'ani, Jasmine Rachman, Arief Faizal Rahayu, Nurti Rahmat Indra Pratama Anom Ratu Balqis, Linda Desafitri Reinaldilas, Reinaldilas Riky Ramadani Prabowo Rosadi, Hadori RR. Ella Evrita Hestiandari Salam, Febby Salwa Octaviani Mardi Saptarining Wulan, Saptarining Sari Suryanti Sari, Dhiny Irena Satriawati, Zahrotun Sheila Canistha Angelina Simasima, Tassya Yuliani Sri Mariati Sudjana, I Made Sulartiningrum, Sri Tania, Luthfia Renalda Tofiani, Sandra Vienna Artina Sembiring, Vienna Artina Willy Arafah Willy Arafah Willy Arafah, Willy Yudian, Rais A Yulius, Kevin G Zitao, Liu