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All Journal Greenation International Journal of Tourism and Management
Linda Desafitri RB
Trisakti Institute of Tourism, Jakarta, Indonesia
Economics, Econometrics & Finance

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Handling Complaints Against Revisit Intentions Through Satisfaction in Handling Guest Complaints at Hotel Artotel Thamrin Jakarta Linda Desafitri RB; Vienna Artina
Greenation International Journal of Tourism and Management Vol. 2 No. 3 (2024): (GIJTM) Greenation International Journal of Tourism and Management (September -
Publisher : Greenation Research & Yayasan Global Resarch National

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/gijtm.v2i3.229

Abstract

The handling of guest complaints must be simplified both in the process of handling, the method and time of handling the complaint where the purpose of the complaint on the guest's complaint can function as a source of service improvement in the future and good handling of customer complaints determines the customer's attitude in experiencing the quality of service which has an impact on the intention of returning guests in the future. The results of this study obtained the results that: (1) Handling Complaint directly has a significant influence on Satisfaction with Handling Complaint; (2) Handling Complaints directly has a significant influence on the Revisit Intention; (3) Satisfaction with Handling Complaint directly has a significant influence on the Revisit intention and (4) Indirectly there is a significant influence between Handling Complaint on the Revisit intention and through Satisfaction with Handling Complaint.
Co-Authors Vienna Artina