Moment of Truth: Hotel Operation in The New Normal Time Towards Customer Loyalty Mediated by Customer Satisfaction

Jurnal Kepariwisataan: Destinasi, Hospitalitas dan Perjalanan Pub Date : 2023-06-01 DOI:10.34013/jk.v7i1.781

Y. P. Mbulu, Daniel Widjaja, Sylvia Samuel

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Abstract

The purpose of this study is to analyze the effect of Zero Moment of Truth on the satisfaction of prospective hotel guests, analyze the First Moment of Truth's influence on the satisfaction of prospective hotel guests, analyze the Second Moment of Truth that affects the satisfaction of hotel guests, analyze the Ultimate Moment of Truth that affect the satisfaction of hotel guests and analyze the effect of satisfaction on loyalty. This study uses a quantitative approach with SEM analysis methods and uses the Smart PLS 3.2.9 program. The sample was selected using a purposive sampling technique with 150 respondents, specifically for hotel guests in Jakarta who stay in the new normal period. The results of the study stated that the First Moment of Truth has a positive influence on the satisfaction of prospective hotel guests, the Ultimate Moment of Truth has a positive influence on the satisfaction of hotel guests, and the satisfaction of hotel guests has a positive influence on loyalty. Meanwhile, Zero moment of truth does not positively influence the satisfaction of prospective hotel guests, and the Second moment of truth does not positively influence hotel guest satisfaction.

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关键时刻:新常态下的酒店经营走向以顾客满意为中介的顾客忠诚

本研究的目的是分析零真相时刻对未来酒店客人满意度的影响，分析第一真相时刻对未来酒店客人满意度的影响，分析第二真相时刻对酒店客人满意度的影响，分析最终真相时刻对酒店客人满意度的影响，分析满意度对忠诚度的影响。本研究采用SEM分析方法和Smart PLS 3.2.9程序进行定量分析。样本是采用有目的的抽样技术选择的，有150名受访者，特别是雅加达的酒店客人谁住在新常态时期。研究结果表明，“第一个真相时刻”对未来酒店客人的满意度有正向影响，“最后一个真相时刻”对酒店客人的满意度有正向影响，酒店客人的满意度对忠诚度有正向影响。同时，零真相时刻对酒店准客人满意度没有正向影响，第二真相时刻对酒店客人满意度没有正向影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Jurnal Kepariwisataan: Destinasi, Hospitalitas dan Perjalanan

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