PENGARUH KUALITAS LAYANAN DAN ATMOSFIR TERHADAP LOYALITAS MELALUI KEPUASAN KONSUMEN PADA BUTIK HOTEL ARTOTEL DI SURABAYA
Abstract
Boutique hotel comes to Surabaya in the middle of 2012. Artotel Surabaya
brings a new boutique hotel concept, art hotel. This hotel refers to the real
boutique hotel concept introduced by Ian Schrager in 1980’s.It’s not only the
service quality that become the main thing, but the concept also applied in the
atmosphere of the hotel. This research was conducted to find the effect of service
quality and atmosphere of boutique hotel direct to customer loyalty, and also
indirect effect through customer satisfaction.
Data collected through questionaires to 160 respondents who stayed over
in Artotel Surabaya. Data processed using Structural Equation Modelling (SEM)
technique to find the relation between the research variables, Service Quality,
Atmosphere, Customer Satisfaction, and Customer Loyalty. The results then will
be analyzed and concluded.
Conclusion of this research finds that Service Quality has the most direct,
indirect and total impact to Customer Loyalty.