泗水 WS 酒店服务质量和顾客价值对顾客满意度的影响

Kevin Kevin, Christian Herdinata
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引用次数: 0

摘要

本研究旨在研究和分析影响客户满意度的变量。研究的变量包括服务质量、客户价值和客户满意度。本研究为定量研究,重点分析影响顾客满意度的变量,采用问卷调查法。研究对象为 2021 年至 2023 年期间的 WS 酒店顾客。研究采用目的性抽样技术,对 159 名受访者进行了调查。研究结果表明,服务质量变量对顾客满意度变量有显著的正向影响,服务质量变量对顾客价值有显著的正向影响,顾客价值变量对顾客满意度有显著的正向影响,服务质量变量通过顾客价值干预变量对顾客满意度有显著的正向影响。这表明,保持和提高服务质量会对客户价值产生影响,而客户价值最终会使客户满意。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER VALUE ON CUSTOMER SATISFACTION AT WS HOTEL IN SURABAYA
This study aims to examine and analyze the variables that influence customer satisfaction. The variables studied include service quality, customer value and customer satisfaction. This research is quantitative in nature and focuses on the analysis of variables that affect customer satisfaction with a survey method approach using a questionnaire. The population in this study are WS hotel customers in the period from 2021 to 2023. The research was conducted on 159 respondents using a purposive sampling technique. The results of the study show that the service quality variable has a significant and positive effect on customer satisfaction variables, the service quality variable has a significant and positive effect on customer value, the customer value variable has a significant and positive effect on customer satisfaction and the service quality variable has a significant and positive effect on satisfaction customers through customer value intervening variables. This shows that maintaining and improving service quality has an impact on customer value which in the end is expected customer satisfaction to be achieved.
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