Arrahman, Arrahman and NURBAETI, NURBAETI and Sulartiningrum, Sri (2024) ANALISIS PENGARUH KUALITAS PELAYANAN DAN KINERJA ROOM ATTENDANT TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN SEBAGAI VARIABEL INTERVENING DI HOTEL BINTANG 3 PALEMBANG (STUDI KASUS HOTEL AIRISH PALEMBANG DAN HOTEL GRAND DAIRA PALEMBANG). Institut Pariwisata Trisakti.
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Abstract
This research discusses the growth of the top 10 provinces with the highest number of hotel industries in Indonesia in 2022. The increase in the number of hotel establishments in these provinces is due to the decline in COVID-19 cases and the easing of Large-Scale Social Restrictions. Policy which causes tourist activity to increase. Although the hotel industry is experiencing overall growth, there are concerns regarding the quality of service provided, especially in terms of room cleanliness and late check-in. The research aims to assess the influence of service quality on customer loyalty through guest satisfaction in the hotel industry in Palembang, South Sumatra. This research uses a quantitative approach with a sample of 199 hotel guests and the Partial Least Squares (PLS) methodology, an alternative Structural Equation Modeling (SEM) method that can be used to solve this problem. PLS version 3 based SEM model testing tool for data analysis. The research results show that service quality has a significant effect on customer loyalty through guest satisfaction. However, performance has an insignificant influence on customer satisfaction. The findings show that improving service quality can increase customer loyalty in the hotel industry. Keywords: hotel industry, service quality, performance, customer loyalty, guest satisfaction, Palembang, South Sumatra
| Item Type: | Article |
|---|---|
| Subjects: | F Hospitality & Tourism > F001 Hospitality F Hospitality & Tourism > F1001 Tourism |
| Divisions: | Pariwisata > Magister |
| Depositing User: | MOCHAMAD BRAJA MAULANA |
| Date Deposited: | 07 May 2026 01:51 |
| Last Modified: | 07 May 2026 01:51 |
| URI: | http://repository.iptrisakti.ac.id/id/eprint/6092 |
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