Tania, Lutfia Renalda and Myrza, Rahmanita and Rahmat, Ingkadjaya (2024) PENGARUH SERVICE QUALITY DAN TRUST TERHADAP CUSTOMER LOYALTY DENGAN SATISFACTION SEBAGAI VARIABEL INTERVENING DI HOTEL BERBINTANG 3, KOTA PALEMBANG. Institut Pariwisata Trisakti.
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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 and secondary 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 of research that has been carried out, it was found that satisfaction (satisfaction) has a significant influence on customer loyalty (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. Thus, trust and satisfaction are important factors that influence customer loyalty in three-star hotels in Palembang City. However, the results of this research also show that the other four variables, namely the direct influence of service quality (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. Keywords: Service Quality, Trust, Customer Satisfaction, Customer Loyalty
| Item Type: | Article |
|---|---|
| Subjects: | F Hospitality & Tourism > F001 Hospitality F Hospitality & Tourism > F1001 Tourism |
| Divisions: | Pariwisata > Magister |
| Depositing User: | MOCHAMAD BRAJA MAULANA |
| Date Deposited: | 06 May 2026 03:47 |
| Last Modified: | 06 May 2026 03:47 |
| URI: | http://repository.iptrisakti.ac.id/id/eprint/6088 |
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