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THE IMPACT OF RELIABILITY, RESPONSIVENESS, ASSURANCE, EMPHATY, AND TANGIBLE TOWARDS CUSTOMER LOYALTY: A CASE STUDY IN XYZ HOTEL JABABEKA

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dc.contributor.author Hani, Oktavialina Lorena
dc.date.accessioned 2019-11-27T09:56:12Z
dc.date.available 2019-11-27T09:56:12Z
dc.date.issued 2015
dc.identifier.uri http://repository.president.ac.id/xmlui/handle/123456789/2543
dc.description.abstract The rapid growth of hotel industry in Jababeka, Cikarang creates a big challenge among hotel producers to provide a great quality of services and to keep their customer loyal, which are the crucial issues for any hotel industry. The objective of this research is to analyze the impact of Reliability, Responsiveness, Assurance, Empathy, and Tangible towards Customer Loyalty in XYZ, a 3-star hotel in Jababeka, Cikarang. The framework of this study was developed based on previous research of Al-Rousan & Mohamed which carried out in 2010. Using a convenience sampling technique, a total of 195 in-house guests were randomly selected for this research. Binomial logistic regression analysis was used to analyze the data of this study. The finding shows that from Service Quality elements, Empathy and Tangible are found to have significant impacts towards Customer Loyalty. Moreover, the finding shows that XYZ Hotel should bring out their best on improving their service quality, specifically in Tangibility aspects. en_US
dc.language.iso en_US en_US
dc.publisher President University en_US
dc.relation.ispartofseries Management;011200800054
dc.subject Service Quality en_US
dc.subject Reliability en_US
dc.subject Responsiveness en_US
dc.subject Assurance en_US
dc.subject Empathy en_US
dc.subject Tangible en_US
dc.subject Customer Loyalty en_US
dc.subject Hotel Industry en_US
dc.title THE IMPACT OF RELIABILITY, RESPONSIVENESS, ASSURANCE, EMPHATY, AND TANGIBLE TOWARDS CUSTOMER LOYALTY: A CASE STUDY IN XYZ HOTEL JABABEKA en_US
dc.type Thesis en_US


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