"PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN SERTA IMPLIKASINYA TERHADAP LOYALITAS PELANGGAN PADA ASTON PLUIT HOTEL & RESIDENCE JAKARTA"

SAPUTRA, ARFIN JAYA (2021) "PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN SERTA IMPLIKASINYA TERHADAP LOYALITAS PELANGGAN PADA ASTON PLUIT HOTEL & RESIDENCE JAKARTA". S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

As a provider of lodging, Aston Pluit Hotel & Residence Jakarta ”always strives to improve customer satisfaction or hotel guests in order to maintain customer loyalty to Aston Pluit Hotel & Residence Jakarta itself. However, the problem related to this research is about customer loyalty to Aston Pluit Hotel & Residence Jakarta during the 2015-2018 period, during which the number of guests staying at the Aston Pluit Hotel & Residence Jakarta decreased significantly even though the Aston Pluit Hotel & Residence Jakarta raises service standards and promotions to attract guests to visit and stay at the hotel. This research is categorized in Explanatory Research, with the data survey method using a questionnaire. The sampling technique uses Probability Sampling for population withdrawal using census techniques, the sample of respondents is hotel guests with a total of 359 guests. The method used in this research is the analysis of Structural Equation Modeling (SEM) using the LISREL 8.8 program with a factor loading value of 0.05. The results of this study indicate a positive and significant effect of price on customer satisfaction, a positive and significant effect of service quality on customer satisfaction, a positive and significant effect of price on customer loyalty, a positive and significant effect of service quality on loyalty customers, there is a positive and significant influence of customer satisfaction variables on customer loyalty. Keywords: Pricing, service quality, customer satisfaction, customer loyalty Sebagai penyedia penginapan Aston Pluit Hotel & Residence Jakarta” selalu berupaya untuk meningkatkan kepuasan para pelanggannya atau tamu hotel guna menjaga loyalitas para pelanggan terhadap Aston Pluit Hotel & Residence Jakarta itu sendiri . Namun masalah yang dihadapi dalam penelitian ini adalah tentang loyalitas para pelanggan terhadap Aston Pluit Hotel & Residence Jakarta selama periode 2015-2018, dimana selama periode tersebut penurunan jumlah tamu yang menginap di Hotel Pluit Aston & Residence Jakarta mengalami penurunan cukup signifikan walaupun Hotel Pluit Aston & Residence Jakarta meningkatkan standar pelayanan dan promosi untuk menarik para tamu untuk berkunjung dan menginap di hotel. Penelitian ini dikategorikan dalam Explanatory Research, dengan metode survei data menggunakan kuesioner. Teknik pengambilan sample nya menggunakan Probability Sampling untuk penarikan populasi menggunakan teknik sensus, sampel responden adalah tamu hotel sejumlah 359 tamu. Metode yang digunakan dalam penelitian ini adalah analisis Structural Equation Modeling (SEM) menggunakan program LISREL 8.8 dengan nilai factor loading 0.05. Hasil penelitian ini menunjukkan adanya pengaruh yang positif dan signifikan dari harga terhadap kepuasan pelanggan, adanya pengaruh positif dan signifikan dari kualitas layanan terhadap kepuasan pelanggan, adanya pengaruh positif dan signifikan dari harga terhadap loyalitas pelanggan, adanya pengaruh yang positif dan signifikan dari kualitas pelayanan terhadap loyalitas pelanggan, adanya pengaruh positif dan signifikan dari variabel kepuasan pelanggan terhadap loyalitas pelanggan. Kata kunci : Harga, kualitas layanan, kepuasan pelanggan, loyalitas pelanggan

Item Type: Thesis (S2)
Call Number CD: CD/551. 25 047
NIM/NIDN Creators: 55117120094
Uncontrolled Keywords: Harga, kualitas layanan, kepuasan pelanggan, loyalitas pelanggan
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
300 Social Science/Ilmu-ilmu Sosial > 320 Political dan Government Science/Ilmu Politik dan Ilmu Pemerintahan > 322 Relation of The State of Organized Groups/Hubungan Negara dengan Kelompok Sosial yang Terorganisir > 322.3 Business and Industry/Bisnis dan Industri
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi
300 Social Science/Ilmu-ilmu Sosial > 360 Social Problems and Services/Permasalahan dan Kesejahteraan Sosial > 368 Insurance/Asuransi > 368.5 Liability Insurance/Jaminan Asuransi
300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 381 Commerce, Trade/Perdagangan > 381.1 Retail Trade/Perdagangan Ritail, Pasar
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi
Divisions: Pascasarjana > Magister Manajemen
Depositing User: khalimah
Date Deposited: 11 Aug 2025 04:05
Last Modified: 11 Aug 2025 04:05
URI: http://repository.mercubuana.ac.id/id/eprint/96748

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