PENGARUH RELATIONSHIP BENEFITS TERHADAP LOYALITAS PELANGGAN DENGAN KOMITMEN SEBAGAI VARIABEL PERANTARA DI HOTEL BINTANG EMPAT DI SURABAYA
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Abstract
Abstrak - Penelitian ini dilakukan untuk mengetahui pengaruh relationship benefits terhadap loyalitas pelanggan dengan komitmen sebagai variabel perantara di hotel bintang empat di Surabaya. Indikator-indikator yang terdapat dalam relationship benefits turut berperan dalam membentuk komitmen pelanggan yang akhirnya membentuk loyalitas pelanggan. Teknik analisis data yang digunakan adalah Partial Least Square (PLS). Hasil penelitian menunjukkan relationship benefits memiliki pengaruh yang positif dan signifikan terhadap komitmen pelanggan dan komitmen pelanggan juga memiliki pengaruh yang positif dan signifikan terhadap loyalitas pelanggan.
Abstract - This study is to reveal the impact of relationship benefits on customer loyalty with customer commitment as the mediating variable in four star hotels in Surabaya. The data analysis is Partial Least Square(PLS). The indicators of relationship benefits have influenced customer loyalty with commitment as the mediating variable. The results show that relationship benefits have positive and significant impact on customer commitment and customer commitment has positive and significant impact on customer loyalty.
Keywords
References
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