The Impact of Service Quality and Corporate Reputation Toward Tourist Loyalty: A Study of the Indonesian Hotel Industry

Abstract

: The rapid development of the Indonesian tourism industry had brought positive implications to the development of the other industries related to tourism as well, such as the airlines and hotel industry. The quick growth and development of the hotel industry in Indonesia could not only be assessed from the growing numbers of hotels established within the Indonesian territory, but also from the increasing number of tourists (both domestic and international) staying at those hotels in Indonesia. In terms of the hotel industry, two main factors determine the success and failure of a company within the industry, which are service quality and corporae reputation. Therefore, this study was conducted in order to determine the impact of service quality and corporate reputation on tourists loyalty in the Indonesian hotel industry. A total of 200 respondents participated in this study, in which, questionnaires were used to collect the data needed from the respondents. Once fully collected, the data were then analyzed using partial least squares- structural equation modeling (PLS-SEM) method. Based on the results of the data analysis, authors concluded that both service quality and corporate reputation had a positive impact on tourist loyalty in the Indonesian hotel industry.