PENGARUH KEPUASAN, HAMBATAN BERPINDAH DAN PENYEDIAAN FASILITAS TERHADAP LOYALITAS KONSUMEN DI HOTEL NOVOTEL SURABAYA

Yenny Chen Sutjiawan(1*),


(1) 
(*) Corresponding Author

Abstract


The aim of this study was to determine the effect of satisfaction , switching barriers and voice to customer loyalty at Hotel Novotel Surabaya, as well as knowing the dominant effect between variables of satisfaction, switching barriers and voice to customer loyalty at Hotel Novotel Surabaya
This type of research is the use of causal. The population in this study is the consumer who stayed 1 last year and resides in Surabaya . The sampling technique used was a convenience sampling with sample characteristics are those who visit and stay at Hotel Novotel . The analysis technique used is multiple linear regression analysis to test the hypothesis using the F test and t test .
The results showed that satisfaction, switching barriers and complaint handling affect is simultan and partial to customer loyalty Novotel hotels in Surabaya, as well as voice of customer variable dominant influence on the loyalty shown by the value of t ( 6.209 ) is the largest compared to the variable another ( satisfaction = 4.638 and voice of customer = 3.361).

Keywords


Satisfaction, switching barriers, voice of customer and loyalty

Full Text:

PDF

References


Arcana, N., 2009, Pengantar Statistik II untuk Ekonomi Bagian Inferensial, Surabaya: Fakultas Ekonomi Universitas Katolik Widya Mandala Surabaya

Claes, Fornell, 2009, Customer Satisfaction, Market Share, and Profitability: Findings From Sweden, Journal Of Marketing, Vol. 58, July: 53-66.

Dharmmesta, B. S., 2009, Loyalitas Pelanggan:

Sebuah Kajian Konseptual sebagai Panduan Bagi Peneliti, Jurnal Ekonomi dan Bisnis Indonesia, Vol. 14, No. 3: 73-88.

Dick, A. S. and K. Basu, 2008, “Consumer Loyalty: Toward an Integrated Conceptual Framework,” Journal of The Academy of Marketing Science, Vol. 22

Griffin, J., 2010, Customer Loyalty: How to Earn it, How to Keep it, United state of America: A Division of Simon Schuster Inc.

Hawkins, Del I., Best, Roger dan Coney, Kenneth, 2008, Consumer Behavior: Implication For Marketing Strategy, Fifth Edition. New York: Richard D. Irwin, Inc.

Jones, P., dan Ioannou, A., 2008, Measuring Guest Satisfaction in UK Based International Hotel Chains: Principles and Practice, Journal of Hospitality Managemement, No. 1, Vol. 4: 1-12.

Julander, C. and Soderlung, R. (2003), “Effects of switching barriers on satisfaction, repurchase intentions and attitudinal loyalty”, Working Paper Series in Business Administration, pp. 1-22.

Mowen, JC dn Minor, M. 2008. Consumer Behavior Fifth Edition. New Jersey: Prentice-Hall

Patterson, P & Smith, T 2003, „A cross cultural study of switching barriers and propensity to stay with service providers, Journal of Retailing, vol. 79, pp. 107-120.

Sambandam, Rajan dan Lord, Kenneth R. 1995. "Swiching Behavior in Automobile Markets: A Consideration-Set Model", Journal of the Academy of Marketing Science, Vol. 23, No. 1, p. 57-65

Tjiptono, F., 2008, Strategi Pemasaran, Edisi Kedua, Yogyakarta: Andi Offset.


Refbacks

  • There are currently no refbacks.