Santoso, Viena and Sjarief, Rachman (2017) The Influence of Trust and Service Quality Towards Customer Loyalty: A Case Study of Hotel Xyz. Bachelor thesis, Swiss German University.

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Abstract

The objective of this research is to found out the significant influence of trust and service quality on customer loyalty at Hotel XYZ. This research is conducted in a Hotel in West Java, Indonesia. The research method is based on quantitative research with 101 respondents from Hotel XYZ. This study applies questionnaire to collect the data and uses SPSS and AMOS software to analyze the data. The data analysis is utilizing Structural Equation Modeling (SEM) to identify the reliability and validity and the overall model fit and estimate the correlation between each variable in the designated research model. The results prove that both trust and service quality have significant influence on customer loyalty. Service quality has a significant influence on trust as well. The managerial implication for Hotel XYZ is to acknowledge these elements in order to stabilize the customer volume and increase customer loyalty.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Trust ; Service Quality ; Customer Loyalty
Subjects:	T Technology > TX Home economics > TX901 Hospitality industry
Divisions:	Faculty of Business Administration and Communication > Department of Hotel and Tourism Management
Depositing User:	Adityatama Ratangga
Date Deposited:	15 May 2020 04:59
Last Modified:	15 May 2020 04:59
URI:	http://repository.sgu.ac.id/id/eprint/271

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