PENGARUH CUSTOMER PERCEIVED VALUE TERHADAP LOYALITAS TAMU PADA HOTEL BINTANG 4 DAN 5 DI SURABAYA DENGAN KEPUASAN KONSUMEN SEBAGAI MEDIASI

Elizabeth Amelia Da Costa E. Silva, Jenny Hartanto, Vido Iskandar
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Abstract

The purpose of this research is to understand the influence of customer perceived value on customer loyalty in four- and five-star hotels at Surabaya with customer satisfaction as the mediating variable which were assigned during the COVID-19 pandemic in the city of Surabaya. In this research, researchers used a quantitative method which involved about 200 people who live in Surabaya and experienced staycation as the research’s respondents. This research shows that customer perceived value positively and significantly affects customer satisfaction, customer perceived value positive and significantly affects customer loyalty, customer satisfaction positive and significantly affects customer loyalty, and customer satisfaction fully mediates the relationship of customer perceived value and customer loyalty.   Abstrak Penelitian dilakukan dengan tujuan untuk mengetahui pengaruh customer perceived value terhadap loyalitas tamu yang menginap di hotel bintang 4 dan 5 yang ada di kota Surabaya dengan kepuasan tamu sebagai variabel mediasi yang diteliti selama pandemi COVID-19 berlangsung di kota Surabaya. Dalam penelitian berikut, peneliti menggunakan metode kuantitatif yang melibatkan 200 masyarakat Surabaya yang pernah melakukan kegiatan staycation sebagai responden. Hasil penelitian ini menunjukkan bahwa customer perceived value berpengaruh positif dan signifikan terhadap kepuasan tamu, customer perceived value berpengaruh positif dan signifikan terhadap loyalitas tamu, kepuasan tamu berpengaruh positif dan signifikan terhadap loyalitas tamu, dan kepuasan tamu memediasi penuh hubungan antara customer perceived value dan loyalitas tamu.
客户感知价值影响客户对泗水一家四星级酒店和五星酒店的忠诚度,客户满意为调解
本研究的目的是了解顾客感知价值对泗水四星级酒店和五星级酒店顾客忠诚度的影响,以顾客满意度为中介变量,在泗水市COVID-19大流行期间分配。在这项研究中,研究人员采用了定量的方法,调查了大约200名生活在泗水并有过在家度假经历的人作为研究的受访者。本研究表明,顾客感知价值正向显著影响顾客满意,顾客感知价值正向显著影响顾客忠诚,顾客满意正向显著影响顾客忠诚,顾客满意充分中介顾客感知价值与顾客忠诚的关系。【摘要】Penelitian dilakukan dengan tujuan untuk mengetahui pengaruh客户感知价值,即忠诚度,tamu yang menginap di hotel bintang 4 dan 5 yang ada di kota泗水dengan kepuasan tamu sebagai变量媒体,yang diteliti selama大流行2019冠状病毒病,berlangsundi kota泗水。答:Dalam penelitian berikut, peneliti menggunakan方法,kuantitatif yang melibatkan 200 masyarakat泗水yang pernah melakukan kegiatan staycation sebagai回应。顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值是指顾客感知价值。
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