The Influence of Service Quality and Location on Customer Loyalty through Customer Satisfaction Staying at the Hotel Garuda Pontianak

Aldy Hermanto; Helman  Fachri

doi:10.47667/ijppr.v5i4.321

Authors

Aldy Hermanto Management Study Program, Faculty of Economics and Business, Muhammadiyah University of Pontianak
Helman Fachri Management Study Program, Faculty of Economics and Business, Muhammadiyah University of Pontianak

DOI:

https://doi.org/10.47667/ijppr.v5i4.321

Keywords:

Service Quality, Customer Loyalty, Customer Satisfaction, Hotel Garuda Pontianak

Abstract

The purpose of this study is to determine the Influence of Service Quality and Location on Customer Loyalty Through Customer Satisfaction Staying at the Garuda Pontianak Hotel. This study uses an associative method. Primary data in this study were collected through; (1) Interviews; (2) Questionnaires. The minimum sample was 96 people, the researcher took a sample of 100 respondents. The results of the study showed that all indicator items in the measurement model showed good item validity, with outer loadings values above 0.7. The tested constructs also met strong reliability standards, with Cronbach's alpha and Composite Reliability values above 0.7, and Average Variance Extracted (AVE) exceeding 0.5, indicating adequate convergent validity. Discriminant validity has also been met, as indicated by the AVE root value which is greater than the correlation between constructs. The results of the Goodness of Fit Model test show that the exogenous constructs (Service Quality and Location) have a moderate influence on Customer Satisfaction, with an R-squared value of 0.308.

Downloads

Download data is not yet available.

References

Afrila, D., Fachri, H,. & Sukardi. (2022). Pengaruh Kepuasan Terhadap Loyalitas Pelanggan Menggunakan Travel CV Alam Perkasa Group Rute Sandai – Pontianak. Jurnal Produktivitas, Vol 9.

Caroline, O., & Kuswoyo, C. (2013). Pengaruh Kualitas Layanan dan Harga Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Hotel Zodiak di Kota Bandung. Jurnal Manajemen, 12(2), 115-132.

Ghozali, I. (2018). Aplikasi Analisis Multivariate Dengan Program Ibm Spss 25 (9 ed.). Semarang: Universitas Diponegoro.

Harahap, L. K., & Pd, M. (2020). Analisis SEM (Structural Equation Modelling) dengan SMARTPLS (partial least square). Fakultas Sains Dan Teknologi Uin Walisongo Semarang, 1(1).

Indrasari, M. (2019). Pemasaran & Kepuasan Pelanggan (1 ed.). Surabaya: Unitomo Press.

Kotller Philip dan Keller Kevin Lane. 2018. Manejemen pemasaran. Penerbit Erlangga

Karomah. (2018). Pengaruh Kualitas Produk, Pelayanan, Harga Dan Lokasi Terhadap Loyalitas Pelanggan Melalui Kepuasan Sebagai Variabel Intervening (Studi Kasus Konsumen Rumah Makan Super Geprek Dinoyo Malang).

Lusiah dkk (2019). Pengaruh Kulitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Jasa Transportasi Online. Sekolah Tinggi Ilmu Ekonomi, IBBI.

Nurhayati, & Chasanah, U. (2020). Pengaruh Kualitas Pelayanan dan Lokasi Terhadap Loyalitas Konsumen di Centra Graphia Yogyakarta. Manajemen Pemasaran, 173–186. Retrieved from http://eprint.stieww.ac.id/1101/

Priansa, D. J. (2021). Perilaku Konsumen Bisnis Kontemporer dalam Persaingan Bisnis Kontemporer ( 2 ed.). Bandung: CV. Alfabeta

Qomariah, Nurul. 2012. Pengaruh Kualitas Layanan dan Citra Institusi terhadap Kepuasan dan Loyalitas Pelanggan (Studi pada Universitas Muhammadiyah di Jawa Timur). Jurnal Aplikasi Manajemen Universitas Brawijaya Malang, hal 177-187.

Rahmadani. (2019). “Pengaruh Kualitas Pelayanan, Produk, Harga, dan Lokasi Terhadap Loyalitas Pelanggan Dengan Kepuasan Sebagai Variabel Intervening Pada UD EVA Group Mataram”.Journal Of Ilmiah,16 (1),123-135

Siregar, S. (2020). Statistik Parametrik Untuk Penelitian Kuantitatif (1 ed.). Jakarta: Bumi Aksara.

Sugiyono. (2022). Metode Penelitian Kuantitatif, Kualitatif dan R&D (2 ed.). Bandung: CV. Alfabeta.

Sujarweni , 2019. Metodologi Penelitian Bisnis & Ekonomi. Pustakabarupress. Yogyakarta.

Wasiman, Frangky, S., & Agung, E. W. (2020). Pengaruh Kualitas Pelayanan dan Lokasi terhadap Loyalitas Pelanggan Hotel Bintang Dua di Kota Batam. JURNAL CAFETARIA, 1(2), 64-7

Widyaningsih dkk, (2022). “Pengaruh Harga dan Lokasi Terhadap Kepuasan Pelanggan.” Jurnal Manajemen Sumber Daya Manusia, Administrasi dan Pelayanan Publik.