THE EFFECT OF SERVICE QUALITY, CONSUMER RELATIONS MANAGEMENT ON CUSTOMER SATISFACTION AND IMPLICATIONS FOR CUSTOMER LOYALTY AT IBIS PASTEUR BANDUNG HOTEL

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dc.contributor.authorRachmawati, Mariana
dc.contributor.authorHandayani, Eli
dc.contributor.authorKuswanto, Yeni
dc.date.accessioned2021-02-06T03:38:12Z
dc.date.available2021-02-06T03:38:12Z
dc.date.issued2020
dc.description.abstractThe tourism industry is now growing, especially areas that have natural potential as a source of tourism, one of which is the city of Bandung in the Province of North Sumatra. With the development of tourism that occurred in the parapet area, hotel industry players are also encouraging to participate in providing facilities complementary for a tourist. Hospitality as a means of accommodation that is a vital need for travelers as a facility that provides lodging services, food and drink services and other facilities as a complementary tour. The large number of hotels that stand in the city of Bandung encourages each hotel to compete with each other in attracting tourists to stay at hotels that are already available. One effort to attract tourists is to always prioritize guest satisfaction by maintaining the quality of services found at the hotel. Because the quality of service is very important and is a key to success of each product and service. This quality is given to consumers / guests to meet the expectations of consumers guests by providing products and services at a price level. Hotel Ibis Pateur Bandung is a hotel with a magnificent building and is located at a strategic point and always every guest / customer who stays at the hotel. both in terms of tangibles, reliability, responsiveness, assurance, or in terms of empathy, as well as establishing good relationships with consumers and consumers to create customer satisfaction during a stay at the Ibis Pasteur Bandung hotel to create high Consumer Loyalty. Based on the above phenomenon, the author is interested in researching about, service quality, CRM, Consumer satisfaction, and Consumer loyalty at the Ibis Pasteur Hotel Bandung, this study uses descriptive and ferrictive methods, with phat hypothesis test analysis and multiple linear regression, sample 100. The results of this study shows that Service Quality, CRM and Customer Satisfaction have a positive and significant effect on Customer Loyalty at Ibis Pasteur Bandung.en_US
dc.identifier.issn0038-111X
dc.identifier.urihttp://repository.widyatama.ac.id/xmlui/handle/123456789/12126
dc.language.isoenen_US
dc.publisherSolid State Technology Volume: 63 Issue: 4en_US
dc.subjectService Qualityen_US
dc.subjectCustomer Relationship Managementen_US
dc.subjectCustomer Satisfactionen_US
dc.subjectCustomer Loyaltyen_US
dc.titleTHE EFFECT OF SERVICE QUALITY, CONSUMER RELATIONS MANAGEMENT ON CUSTOMER SATISFACTION AND IMPLICATIONS FOR CUSTOMER LOYALTY AT IBIS PASTEUR BANDUNG HOTELen_US
dc.typeArticleen_US
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