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All Journal SEGMEN Jurnal Manajemen dan Bisnis Jurnal Ilmu Sosial dan Humaniora Jurnal Kawistara : Jurnal Ilmiah Sosial dan Humaniora Khasanah Ilmu - Jurnal Pariwisata Dan Budaya Jurnal Sains Sosio Humaniora Ensiklopedia of Journal YUME : Journal of Management Journal of Indonesian Tourism, Hospitality and Recreation Tourism Scientific Journal International Journal of Economics Development Research (IJEDR) JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Jurnal Manajemen Perhotelan dan Pariwisata GANDRUNG: Jurnal Pengabdian Kepada Masyarakat Target : Jurnal Manajemen Bisnis Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Jurnal Industri Pariwisata International Journal of Economy, Education and Entrepreneurship (IJE3) Jurnal Bisnis Hospitaliti Kontigensi: Jurnal Ilmiah Manajemen ADMA: Jurnal Pengabdian dan Pemberdayaan Masyarakat Jurnal Ekonomi SENTRI: Jurnal Riset Ilmiah Jurnal Dimensi Seni Rupa dan Desain Media Bina Ilmiah Journal of Management and Administration Provision Journal of Public Representative and Society Provision International Journal of Management, Entrepreneurship, Social Science and Humanities (IJMESH) Eduvest - Journal of Universal Studies Innovative: Journal Of Social Science Research 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 Journal of Management, Entrepreneurship and Tourism Advances In Social Humanities Research Jornal Of Tourism Sciences (Toursci) Asian Journal of Environmental Research Jurnal Kawistara IPSSJ TRJ (Tourism Research Journal) Jurnal Ilmiah Pariwisata Indonesian Journal of Creative Business and Technology
Myrza Rahmanita
Sekolah Tinggi Pariwisata Trisakti
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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 ., NURBAETI Adam Rachmatullah Adriana Klara Parera Agung, Anak Agung Gde Agustina Manurung, Ram Ainun Alexander Fiandre Readi Amalia Mustika Amalia Mustika, Amalia Amaniati, Fetty Amrullah Amrullah Amrullah Amrullah Anak Agung Gde Agung Andini Anggia Septyaningtyas Angela, Patricia Naomi Anggara, Ary Angger Hidayat Ari Ekoprianto Arief Faizal Rachman Ashartono, Rakhmat Astariadi Kurniawan Aulia Heriza, Ichwan Bella Des Kharin Boediman, Surya Fadjar Budi Suyanto Budi Suyanto Candra Hidayat Devita Gantina Dewi Gita Kartika Dewi, Triana Rosalina Diena Mutiara Lemy Doni Muhardiansyah Elda Nurmalinda Elissa Letsoin Emenina Tarigan, Emenina Fachrul Husain Habibie, Fachrul Husain Fadhella, Rahmi Fatimah, Sithy Fernando, Nicky Fetty Asmaniati Fetty Asmaniaty Fitri Tanga, Wilda Florentinus, Harry Grace Mailo Gratia Wirata Laksmi Gratia Wirata Laksmi Gurning, Linda R M Hariani, Dina Harry Lesmana Haryono, Joko Henky Hermantoro Heny Ratnaningtyas Hera Oktadiana, Hera Hermantoro, Hengky Hermantoro, Henky Hidayat, Angger Himawan Brahmantyo - STP Trisakti Jakarta, Himawan Hubner, Ira B. Husain Habibie, Fachrul Husna, Inayatul Ian Nurpatria Suryawan Ian Nurpatria Suryawan Ingkadjaya, Rahmat Jane Millenia Jannah, Miskol Jaya, Lalu Aswadi Jessica Christina Joko Haryono Kaleb Yusuf Sinay Kefi, Putri Sion Desmy Kevin Rais Rachman Kharin, Bella Des Kusnedi, Rahmat Leonardo De Channell Lestari, Nia Kurnia Lionika Roselie Litani, Aymi Luh Putu Ratna Sundari M. Rahmad M. Rahmad, M. Rahmad Mafrudoh, Lut Marintan br Gurning, Linda Rotua Metasari, Defrita Millenia, Jane Muhammad Fauzan Mumin, Adhi Tri Na, Quan Nadine Azzahra Syah Ni Wayan Marsha Satyarini Nia Kurnia Lestari Novianty, Erlinda Novita Widyastuti, Novita Nurbaeti Nurbaeti . Nurbaeti Nurbaeti Nurbaeti Nurbaeti Nurbaeti Nurbaeti Nurmalinda, Elda Osman, Ismeth Emier Owen Edwardlis Parera, Adriana Klara Pelliyezer Karo Karo Pinontoan, Nexen Alexandre Prabowo, Yogan Daru Purnawan, Arif Hadi Purwanti Dyah Pramanik, Purwanti Dyah Putri Sion Desmy Kefi Rahayu, Nurti Rahmat Ingkadijaya Rahmat Ingkadijaya Rahmat Ingkadjaya Rahmi Fadhella Rakhmat Ashartono Renanda, Alfiyyah Zalfah Reni Retnowati Resyah, Nur Isra Retno Sedah Mirah Murcahyaningrum, Salsabilla Rianto Rianto Ridiatno, Arta Rihi, Novrianto Basidi Riyanto, Wisnu Sakchai Setarnawat Salwa Octaviani Mardi Saptarining Wulan, Saptarining Sari Suryanti Satyarini, Ni Wayan Marsha Setarnawat, Sakchai Shirley Sulivinio Siahaan, Denny Sinay, Kaleb Yusuf Sithy Fatimah Sofian Lusa Somad, Djohari Sri Mariati Sri Mariati Sri Mariati Sulartiningrum, Sri Sulivinio, Shirley Sundring Pantja Djati Tania, Luthfia Renalda Thamrin, HM Tofiani, Sandra Triana Rosalina Dewi Vienna Artina Sembiring, Vienna Artina Wahjono, Budi Wahjono, Faisal Wijayanti Dewi Prabandari Willy Arafah Willy Arafah, Willy Winda Ningsih Yogan Daru Prabowo Yohana F. Cahya Palupi Meilani Yoshie Sukendar Anwar Zitao, Liu