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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 Ilmiah Pariwisata Jurnal Sains Sosio Humaniora YUME : Journal of Management Journal of Indonesian Tourism, Hospitality and Recreation Tourism Scientific Journal Dinasti International Journal of Education Management and Social Science Tourism Reserch Journal International Journal of Economics Development Research (IJEDR) JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Jurnal Manajemen Perhotelan dan Pariwisata GANDRUNG: Jurnal Pengabdian Kepada Masyarakat 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 Barista : Jurnal Kajian Bahasa dan Pariwisata Advances In Social Humanities Research Jornal Of Tourism Sciences (Toursci) 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 Adam Rachmatullah Adriana Klara Parera Agustina Manurung, Ram 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 Bella Des Kharin Boediman, Surya Fadjar Budi Suyanto Budi Suyanto Defrita Metasari 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 Fetty Asmaniati Fetty Asmaniaty Grace Mailo Gratia Wirata Laksmi Gratia Wirata Laksmi Gurning, Linda R M Hariani, Dina Harry Lesmana Henky Hermantoro Heny Ratnaningtyas Hera Oktadiana, Hera Hidayat, Candra Himawan Brahmantyo - STP Trisakti Jakarta, Himawan Hubner, Ira B. Husain Habibie, Fachrul Ian Nurpatria Suryawan Ian Nurpatria Suryawan Ingkadjaya, Rahmat Jane Millenia Jannah, Miskol Jaya, Lalu Aswadi Jessica Christina Joko Haryono Kaleb Yusuf Sinay Kevin Rais Rachman Kusnedi, Rahmat Leonardo De Channell Lestari, Nia Kurnia Lionika Roselie Luh Putu Ratna Sundari M. Rahmad M. Rahmad, M. Rahmad Mafrudoh, Lut Marintan br Gurning, Linda Rotua 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 Pelliyezer Karo Karo Pinontoan, Nexen Alexandre Prabowo, Yogan Daru Purnawan, Arif Hadi Purwanti Dyah Pramanik Putri Sion Desmy Kefi Rahayu, Nurti Rahmat Ingkadijaya Rahmat Ingkadijaya Rahmat Ingkadjaya Rahmi Fadhella Rakhmat Ashartono Renanda, Alfiyyah Zalfah Reni Retnowati Rianto Rianto Riyanto, Wisnu Sakchai Setarnawat Salwa Octaviani Mardi Saptarining Wulan, Saptarining Sari Suryanti Shirley Sulivinio Siahaan, Denny Sithy Fatimah Sofian Lusa Somad, Djohari Sri Mariati Sri Mariati Sri Mariati 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 Winda Ningsih Yogan Daru Prabowo Yohana F. Cahya Palupi Meilani Zitao, Liu