ANALISA PENGARUH MARKET ORIENTATION TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER VALUE DAN CUSTOMER INTIMACY SEBAGAI VARIABEL INTERVENING DI HOTEL SHANGRI-LA SURABAYA

Dio Dixon Nicholaus

Abstract


Loyalitas pelanggan merupakan salah satu cara untuk melihat bisnis hotel dikatakan sukses dalam persaingan. Tentu untuk mencapai Loyalitas Pelanggan dibutuhkan sebuah strategi yang kuat dan benar agar pelanggan bisa tertarik dengan penyedia jasa agar bisa lebih unggul dari pada pesaing . Hal ini yang dibutuhkan oleh Hotel Shangri-La Surabaya. Responden dalam penelitian ini dilaksanakan dengan menyebarkan kuisioner kepada 100 responden yang berumur diatas 18 tahun yang pernah menggunakan jasa Hotel Shangri-La Surabaya dalam 1 tahun trakhir.

Keywords


market orientation;customer value;customer intimacy;customer loyalty

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References


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