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All Journal Jurnal Online Mahasiswa (JOM) Bidang Ilmu Sosial dan Ilmu Politik Jurnal Ilmiah Mahasiswa Ekonomi Manajemen
Elvi Oktariani
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Economics, Econometrics & Finance Social Sciences

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TINJAUAN LOYALITAS TAMU DI HOTEL PANGERAN PEKANBARU Elvi Oktariani; Syofia Achnes
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Sosial dan Ilmu Politik Vol 3, No 2: WISUDA OKTOBER 2016
Publisher : Fakultas Ilmu Sosial dan Ilmu Politik Universitas Riau

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Abstract

Loyalty is an important thing in any industry, including in the hotel industry. There are some definition of customer loyalty, which can be concluded as “the behavior and attitude that is shown by a customer in type of repurchasings and commitments in al long term at a certain company or product”. Hotel Pangeran Pekanbaru is challenged to retain their customer to always be chosen at anytime they stay in Pekanbaru. The loyalty aspect of Hotel Pangeran Pekanbaru’s customer is described by this research. The loyalty aspects are satisfaction, emotional bonding, trust, habit and history with the company. The stages of customer loyalty were also revealed on this research. William G. Zikmund’s theory was used to analyze the loyalty aspect, while Jill Griffin’s was the main theory to analyzed the customer’s stages of loyalty. There were 100 respondents which were Hotel Pangeran Pekanbaru’s guests contributed in this research. The accidental sampling were used to choosed which guests would be the respondents to answer some questions about their loyalty. Descriptive analysis was used to analyze the research datas. Emotional bonding, trust and habit were the three main aspects that affect the customer’s loyalty, while most of the respondents were in the “advocate” stage of loyalty.Keywords : Customer loyalty, loyalty aspects, loyalty stages
PENGARUH SERVICE QUALITY DAN WORD OF MOUTH TERHADAP REVISIT INTENTION YANG DIMEDIASI OLEH DESTINATION IMAGE PADA WISATA PANTAN TERONG ACEH TENGAH Elvi Oktariani; Syafruddin Chan
Jurnal Ilmiah Mahasiswa Ekonomi Manajemen Vol 4, No 3 (2019): Agustus
Publisher : Departemen Manajemen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24815/jimen.v4i3.11709

Abstract

Abstract : This study aims to determine the effect of service quality and word of mouth on revisit intention mediated by the destination image. The sample consisted of 210 respondents who visited the Central Aceh  pantan terong tour. The sampling technique uses the nonprobability sampling method with purposive sampling. Data collection is done through surveys with questionnaire methods. The data analysis technique used is sem using analysis of moment structure (AMOS) is a statistical method chosen to describe the observed variables. The results showed that service quality was not significant to revisit intention, word of mouth was not significant to revisit intention, service quality was not significant to revisit intention, word of mouth was not significant to revisit intention, destination image had no significant effect on revisit intention, there was a significan effect direct service quality towards revisit intention mediated by destination image, there is a direct effect of word of mouth on revisit intention mediated by destinasion image.
Co-Authors Syafruddin Chan Syofia Achnes