PENGARUH GREEN HOTEL TERHADAP LOYALITAS PELANGGAN DAN POSITIF WOM MELALUI KEPUASAN PELANGGAN DI HOTEL SHANGRILLA JAKARTA

Mujahidin, Ali (2015) PENGARUH GREEN HOTEL TERHADAP LOYALITAS PELANGGAN DAN POSITIF WOM MELALUI KEPUASAN PELANGGAN DI HOTEL SHANGRILLA JAKARTA. GICI, 5 (2). pp. 34-43. ISSN 2088 – 1312

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Abstract

ABSTRACT The background of this research is to investigate the impact of attributes hotel in service industry have made a great contribution in creating satisfaction, loyalty and positive word of mouth . Nowadays, many researcher and business practitioners conclude that satisfaction can bring good customer loyalty and positive word of mouth recommendation. The objective of this research is to investigate the effect of attributes hotel on customer satisfaction on customer loyalty and word of mouth. A theoretical framework was developed to test the relationship among the study construct. The design of this research applies on one Hotel Shangrilla in Jakarta and it is surroundings, and the questionnaires were spread away to 112 respondents by using convience sampling. Data analysis used in this research was SEM (Structural Equation Modeling) that relationship satisfaction was less important as a determinant of loyalty in the more profitable segment. The result of this research conclude that green hotel significantly affects customer satisfaction, customer satisfaction significantly affects customer loyalty and word of the mouth, and customer loyalty affects word of mouth. Key Words : Green Hotel, Customer Loyalty, Customer Satisfaction, Word of Mouth

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