Determinant Factors of Customers Loyalty in Hotels in Bandung City

Medianta Tarigan, Anastasia Wulandari, Rina Triyuningsih, Berthy Dwi Baroqah, Bela Merdianingsih

Abstract


This research verified the direct causal effects between thinking styles, customer satisfaction and service quality toward the customer loyalty. On the other hand, the indirect causal effects were verified through mediation variable such as customer satisfaction, trust, customers engagement, switching barriers, and commitment. This research used path analysis as the data analysis technique. The result revealed that service quality affected customers loyalty directly and indirectly, customers satisfaction only affected the customers loyalty if was mediated, meanwhile thinking style didn’t give significant direct and indirect effects towards customers loyalty.

Keywords


customer engagement, thinking styles, switching barriers, trust, customer satisfaction

Full Text:

PDF

References


Achyar, A., & Brilliant, M. A. (2013). The impact of satisfaction and trust on loyalty of e-commerce customers. Asean Marketing Journal, 51-58.

Ahdyanugroho, R. (2018). Pengaruh kualitas pelayanan terhadap loyalitas pelanggan dengan kepuasan dan kepercayaan sebagai variabel mediasi (studi pada pelanggan jasa kebersihan King Clean di D.I. Yogyakarta). Yogyakarta: Universitas Muhammadiyah Yogyakarta.

Armstrong, S., & Cools, S. (2009). Cognitive styles and their relevance for business and management. New York: Springer.

Bastiar, Z. (2010). Service exzellent dalam rangka membentuk loyalitas pelanggan. Manajerial, 54-65.

Becerra, E., Badrinarayanan, V., & Kim, C. (2013). Influence of thinking tendencies on online transaction of hybrid relatilers. Journal of Business Research,, 336-344.

Bhakar, S., Bhakar, S., & Bhakar, S. (2015). Customer satisfaction or service quality-identifying mediating variable and evaluating behavioral intention model in hotel industry: an sem approach. The International Journal Research Publication’s Research Journal of Social Science & Management, 111-124.

Bobalca , C., Gatej, C., & Ciobanu, O. (2012). Developing a scale to measure customer loyalty. Procedia Economics and Finance, 623-628.

Bricci, L., Fragata, A., & Antunes, J. G. (2015). The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the distribution sector. Journal of Business Economics and Management, 1-5.

Budijanto, R. (2013). Thinking styles, teamwork quality and performance. Australia: University of Canberra.

Chang, S. S. (2014). Does style of thinking make differences in cosumer judgments on brand extension. Comtemporary Management Research, 165-178.

Gisela, E., & Japarianto, E. (2014). Pengaruh customer satisfaction dan switching barrier terhadap customer loyalty dengan customer trust sebagai variabel moderating pada toko bunga Petra Togamas Surabaya. Jurnal Manajemen Pemasaran Petra, 1-10.

Hapsari, R., Clemes, M., & Dean, D. (2017). The impact of service quality, customer engagement and selected marketing constructs on airline passanger loyalty. International Journal of Quality and Service Sciences, 21-40.

Jannah, A., Mawardi, K., & Abdullah. (2017). Pengaruh Customer Relationship Management pada Kepuasan dan Loyalitas Pelanggan. Jurnal Administrasi Bisnis, 38-45.

Juana, I. R., Sukaatmadja, I. G., & Yasa, N. K. (2017). Peran persepsi switching cost memoderasi customer satisfaction terhadap customer loyalty studi pelanggan PT. Bank Mandiri (Persero), Tbk. E-Jurnal Ekonomi dan Bisnis Universitas Udayana, 593-618.

Kotler, P., & Keller. (2016). Marketing Management. England: Pearson Education Limited.

Michael. (2015). Customer Satisfaction. International Encyclopedia of the Social & Behavioral Sciences, 2nd ed, Vol.5, pp. 6-21.

Minh, N., & Huu, N. (2016). The relationship between service quality, customer satisfaction, and customer loyalty (an investigation in Vietnamese retail banking sector). Journal of Competitiveness, 103-116.

Monga, A., & John, D. (2010). What Makes Brands Elastic? The Influence of Brand Concept and Styles of Thinking on Brand Extension Evaluation. Journal of Marketing, 2-3.

Novianti, Suryoko, S., & Nugraha, H. (2013). Pengaruh kepuasan pelanggan dan hambatan berpindah terhadap retensi pelanggan kartu prabayar Simpati di wilayah Semarang. Journal Management, 1-10.

Okazaki, S., Mueller, B., & Diehl, S. (2013). A Multi-Country Examination of Hard-Sell and Soft-Sell Advertising : Comparing Global Consumer Positioning in Holistic- and Analytic- Thingking Cultures. Journal of Advertising Research.

Puriwat, W., & Tripopsakul, S. (2014). The investigation of the influence of service quality toward customer engagement in service dominant industries in thailand. International Conference on Business, Management and Governance, 42-49.

Rai, A., & Medha, S. (2013). The antecedents of customer loyalty (an empirical investigation in life insurance context. Journal of Competitiveness, 139-163.

Ramseook, S. (2010). Service quality in the public service. International Journal of marketing and marketing research, 37-41.

Risdianto, G., & Japarianto, E. (2014). Pengaruh customer satisfaction dan switching barriers terhadap customer loyalty dengan customer trust sebagai variabel moderating pada toko buku putra togamas Surabaya. Jurnal Manajemen Pemasaran Petra, 1-10.

Riskiyati, I. (2012). Pengaruh kepuasan terhadap loyalitas dengan mediasi komitmen pada nasabah Bank BCA Ngoro Mojokerto,. Journal of Business and Banking, 241-254.

Singh, V., & Jain, A. (2015). Consumer trust in Retail: Development of a multiple scale. Journal of Economics, Business and Management, 971-976.

So, K., King, C., Sparks, B., & Wang, Y. (2014). The role of customer engagement in bulding consumer loyalty to tourism brands. Journal of Travel Research, 1-15.

Song, L., Swaminathan, S., & Anderson, R. (2015). Differences in customer’s online service satisfaction across cultures: the role of thinking style. Journal of Marketing Channels, 52-61.

Sugiyarmasto, & Sudarmadi. (2012). Analisis faktor-faktor yang mempengaruhi komitmen konsumen. 1-16.

Suparmi, & Handhoko, K. (2018). Pengaruh kepuasan, kepercayaan dan komitmen terhadap loyalitas pelanggan pada PT. Yodya Karya (Persero) Cabang Utama Semarang. Jurnal Ilmiah UNTAG Semarang, 102-117.

Tabrani, M., Amin, M., & Nizam, A. (2018). Trust, commitment, customer intimacy, and customer loyalty in islamic banking relationships . International Journal of Bank Marketing, 823-848.

Varshney, N. (2016). Exploring service quality, switching barriers and customer loyalty: mediating role of switching barriers. Journal of Marketing and Consumer Research, 1-5.

Vivek, S., Beatty, S., & Morgan, R. (2012). Customer engagement: exploring customer relationships beyond purchase. Journal of Marketing Theory and Practice, 127-145.

Wu, L. W. (2011). Inertia: spurious loyalty or action loyalty? Asia Pacific Management Review, 31-50.

Yunus, & Budianto. (2014). Pengaruh kualitas pelayanan dan fasilitas terhadap kepuasan pelanggan. Jurnal Ilmu dan Riset Manajemen, 1-20.




DOI: https://doi.org/10.24167/psidim.v18i2.2003

Print ISSN : 1411-6073 | online ISSN : 2579-6321 View My Stats

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.