ANALISIS PENGARUH SERVICE QUALITY TERHADAP BEHAVIORAL INTENTIONS DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING DI AMARIS HOTEL SURABAYA

Isabella Agustina Loanata(1*), Kristin Natasha Dasmasela(2), Edwin Ervanto Soelistyo(3),


(1) 
(2) 
(3) 
(*) Corresponding Author

Abstract


Penelitian ini dilakukan untuk mengetahui apakah Service Quality berpengaruh pada Customer Satisfaction dan Behavioral Intentions di Amaris Hotel Surabaya. Amaris Hotel Surabaya merupakan salah satu budget hotel di Surabaya yang terletak di daerah tengah kota. Penelitian ini merupakan penelitian kuantitatif. Teknik Analisa yang digunakan dalam penelitian ini adalah partial least square (PLS). Hasil menunjukkan bahwa service quality berpengaruh terhadap behavioral intentions dengan customer satisfaction sebagai variabel intervening di Amaris Hotel Surabaya.

Keywords


Service Quality, Behavioral Intentions, Customer Satisfaction

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References


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