Quality of Service and Price Perception Affect Customer Loyalty With Consumer Satisfaction as a Mediation Variables

Silva, Margareta Evy da

doi:10.37802/jamb.v1i2.144

Cited by 6 publications

(6 citation statements)

References 9 publications

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“…The fast growth of hospitality and the number of hotels generates a good competitive environment, so much so that each hotel operator must come up with more competitive marketing strategies that encourage guests to stay in their hotel (Mohamed Idris et al, 2020). Several experts have stated that the implementation of service quality for service companies can be used as a competitive advantage, particularly since superior quality is proven to be a competitive strategy in competitive advantage (Margareta, 2021).…”

Section: Hospitality Industrymentioning

confidence: 99%

The Impact of Service Quality on Customer Satisfaction at 5-Star Hotels in Central Jakarta

C. Nathalia,

Soegandi,

Shannonlie

2024

JEFMS

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The challenges faced by the hospitality industry differ from those encountered by organizations producing tangible products, primarily due to the distinct nature of services compared to products. In the service industry, the risk of failure is higher than in product sales, and service quality has emerged as a critical factor in the pursuit of sustainable competitive advantage. Ensuring customer satisfaction and retention is recognized as pivotal within the hospitality sector, where meeting evolving consumer demands is an ongoing challenge. In the hospitality industry, consumers not only participate in the consumption process but often come with predetermined service and quality expectations. Today's hospitality industry customers are more discerning, and exhibit higher expectations. The primary objective of this study is to elucidate the impact of service quality on customer satisfaction, specifically within the context of hotels, we conduct a comprehensive analysis of the data to identify which service quality dimensions have the greatest and least impact, as well as to understand the nature of their influence. This research uses a quantitative method for analysis, with a non-probability sampling approach to collect and gather data from 190 participants. This research findings reveal a positive correlation between five service quality dimensions (empathy, reliability, responsiveness, assurance, and tangibility) and customer satisfaction. The analysis of respondent feedback reveals that the service quality dimension in 5-Star Hotels in Central Jakarta exerting the most significant impact on customer satisfaction is empathy. Data collection in this research utilized a Likert scale questionnaire, and analysis was conducted using SmartPLS 4.0.

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Section: Hospitality Industrymentioning

confidence: 99%

The Impact of Service Quality on Customer Satisfaction at 5-Star Hotels in Central Jakarta

C. Nathalia,

Soegandi,

Shannonlie

2024

JEFMS

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“…This shows that the better the price perceived by the customer, the more customer satisfaction will increase (Witama and Keni 2019). In the transportation industry, tariffs and prices play an important strategic role in determining the marketing strategy, namely the close relationship between price and value, where consumers seek the price offered and the value provided (Silva 2020).…”

Section: Literature Reviewmentioning

confidence: 99%

Antecedents of Ride-Hailing Service Customer Satisfaction During New Normal Era Using the PLS-SEM Method

Amarajaya,

Hernawati,

Kurniawan

2023

Proceedings of the International Conference on Industrial Engineering and Operations Management

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Ride-hailing business in Indonesia is facing challenges due to the COVID-19 pandemic. This situation urgently needed readjustment to maintain customer satisfaction with unexplored antecedents and its relationships between known variables from before the pandemic. Therefore, this study will explore the relationship between ride-hailing customer satisfaction and its antecedents in terms of price perception and COVID-19 prevention services during the new normal era. This study conducted an online survey with convenience sampling techniques in the sampling process. Afterward, Partial Least Square (PLS)-Structural Equation Modeling (SEM) is used as the analysis tool because the predictability of exogenous variables is the main objective. In this exploratory study, the formative measurement model is used and analyzed thoroughly by the SMART-PLS application. The results show that price perception and COVID-19 prevention service significantly influence ride-hailing customer satisfaction. However, the COVID-19 prevention service does not have a significant indirect effect on customer satisfaction through price perception as a mediator variable. The discussed strategies that can be applied to maintain and increase customer satisfaction are developing exclusive features for female customers, improving health protocols in the new normal era, and strengthening the market position with operational excellence.

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“…Perceived price is price information that is understood by consumers and has meaning for them. Price perception provides a functional competitive advantage that describes brand image [19]. In addition, price perception is the process by which consumers interpret price and attribute value to a good or service process which means the process by which consumers interpret prices and attribute values to a good or service wanted [20].…”

Section: Theoritical Background a Perceived Pricementioning

confidence: 99%

The Influence of Perceived Price, Product Quality and Service Quality towards KFC Consumer Satisfaction in Indonesia

Hongdiyanto,

Koesmono,

Rachmawati

2023

IJSMS

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Competition in the world of fast-food fried chicken in Indonesia is quite fierce. One of the popular players in the competition is Kentucky Fried Chicken. This research was conducted to find out how the choices of consumers in knowing their satisfaction when consuming products from KFC. The research was conducted in 5 major cities in Indonesia: Jakarta, Surabaya, Medan, Bandung dan Makassar by spreading questioner with a total sample of 113 respondents. The results of this study are price and product quality affect customer satisfaction, but service quality does not affect customer satisfaction.

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Quality of Service and Price Perception Affect Customer Loyalty With Consumer Satisfaction as a Mediation Variables

Cited by 6 publications

References 9 publications

The Impact of Service Quality on Customer Satisfaction at 5-Star Hotels in Central Jakarta

The Impact of Service Quality on Customer Satisfaction at 5-Star Hotels in Central Jakarta

Antecedents of Ride-Hailing Service Customer Satisfaction During New Normal Era Using the PLS-SEM Method

The Influence of Perceived Price, Product Quality and Service Quality towards KFC Consumer Satisfaction in Indonesia

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