| dc.description.abstract | Hotel industry is one of the industry that supports the tourism sector at
Surabaya. The number of hotel increasing definitely have a positive impact towards tourism destination to Surabaya, but on the other hand this event is also
causing higher competition among hotels. The high number of hotels may inflict
customers decision to easily switch on to the other hotel if the service of a certain
hotel not satisfy the customer. Due to the hotels competition, it is crucial to understand the importance to build customer loyalty. The purpose of this research is to
identify the variables which impact directly towards customer loyalty.
The type of research is quantitative research with causal design. The
reasearch variables are: perceived acquisition value, perceived transaction value,
customer engagement, customer satisfaction, dan customer loyalty. The number of
samples are 150 of samples. The research object is JW Marriot Surabaya Hotel.
The data collection method is using questionnaire and the variables maesurement
is with likert scale. Using structural equation model with AMOS program as data
analysis technique. And finally the hyphotesis testing with t test.
This research shows that operant service quality influences toward customer engagement and customer satisfaction, operand service quality and customer engagement influence toward customer satisfaction, also the customer satisfaction influences toward customer loyalty. According to the model test, it is
showing that the model is good. The impact of the operant service quality toward
customer engagement equals to 11,9 percent. The impact of operant service quality, operand service quality, and customer engagement toward customer satisfaction equals to 42,8 percent. The impact of customer satisfaction toward customer
loyalty equals to 14,4 percent | en_US |
