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PENGARUH SERVICE DELIVERY DALAM MENCIPTAKAN LOYALITAS PELANGGAN (Suatu Studi Pada Hotel Savoy Homann Bandung)
23
Feb 2010
Penulis : Bob Foster
Karya Ilmiah : Jurnal Ilmiah
Penerbit : Jurnal Bisnis dan Manajemen, LPPM UNPAD
Tahun Terbit : 2010
Volume : 11
ISSN : ISSN 1412 - 3681
Halaman : 67-70
Kata Kunci : Service Delivery, Customer Loyalty
Abstrak :

Nowadays the development of tourism in particular the hospitality business grew very rapidly in Indonesia, the actors are strictly competitive hospitality in offering a wide selection of hospitality services. It is accompanied by the ever increasing consumer demands for good service. That's why consumers in choosing the hotel will consider the delivery of services judged to be better since demand for low consumer loyalty. Characteristics to be tested in this study were suspected of service delivery performance significantly influence the formation of customer loyalty. The analysis used is descriptive analysis for qualitative variables and analysis verifikatif of hypothesis testing by using a statistical test for the nature of causality - thing. With the unit of analysis, customer / consumer hospitality. The number of sample of 100 respondents is determined by stratified random sampling of customers / consumers of the Hotel Savoy Homann Bandung.

From the research it is known that there is a relationship between the performance of service delivery with customer loyalty. influence service delivery performance against customer loyalty by 28.84%, while the influence of external variables that affect the delivery of services amounted to 71.16% loyalty. Service delivery system is critical for companies engaged in services, the determinants of survival of the company, so that enterprises in the service sector should be competing in providing services to retain existing customers (customer retention) and trying to attract new customers (customer acquisition).


Inti Sari :

Kepuasan pelanggan pada dasarnya adalah merupakan fungsi dari harapan dan persepsi dari kinerja suatu produk setelah pelanggan mendapatkan atau menggunakan pelayanan. Sedangkan loyalitas adalah fungsi kepuasan pelanggan dan faktor lain, terutama. Switching barriers dan personal loyalty. Jadi pelanggan yang puas tidak 100% akan loyal karena adanya kedua faktor tersebut. Hasil penelitian IndonesianCustomer SatisfactionIndex/ ICSI (2001:6) menunjukan bahwa terdapat hubungan antara tingkat kepuasan dan loyalitas pelanggan dengan tingkat profitabilitas.

     
     
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