Proceedings of the International Conference of Economics, Business, and Entrepreneur (ICEBE 2022)

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Customer Satisfaction: The Rules of Mediating Effect of Price and Service Quality, A Perspective from Local Tourists

Authors
Nova Putri Rahayu1, *, Robbi Saepul Rahman1, Ester Manik1, Jaka Arisandy1, Iwan Sidharta1
1Economics Development, Sekolah Tinggi Ilmu Ekonomi Pasundan, Bandung, Indonesia
*Corresponding author. Email: novaputrirahayu49@gmail.com
Corresponding Author
Nova Putri Rahayu
Available Online 30 May 2023.
DOI
10.2991/978-2-38476-064-0_28How to use a DOI?
Keywords
service quality; price; customers; local tourists
Abstract

A critical aspect of service company marketing is customer service selection decisions and customer satisfaction indicators. This study investigates how service quality and price affect customer satisfaction. This study uses a cross-sectional approach, with the number of respondents being 100 local tourists who stay at one of the 4-star hotels in the city of Bandung. To find out the variables of the research effect, the researcher used a non-parametric approach with the structural equation modeling-PLS method. The research results show that service quality mediates price to local tourist satisfaction. The study results imply that the hotel management needs to pay attention to the price issue compared to quality or the suitability between price and quality to pay more attention to this. These conditions expect to increase customer satisfaction.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the International Conference of Economics, Business, and Entrepreneur (ICEBE 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
30 May 2023
ISBN
978-2-38476-064-0
ISSN
2352-5428
DOI
10.2991/978-2-38476-064-0_28How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Nova Putri Rahayu
AU  - Robbi Saepul Rahman
AU  - Ester Manik
AU  - Jaka Arisandy
AU  - Iwan Sidharta
PY  - 2023
DA  - 2023/05/30
TI  - Customer Satisfaction: The Rules of Mediating Effect of Price and Service Quality, A Perspective from Local Tourists
BT  - Proceedings of the International Conference of Economics, Business, and Entrepreneur (ICEBE 2022)
PB  - Atlantis Press
SP  - 257
EP  - 266
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-2-38476-064-0_28
DO  - 10.2991/978-2-38476-064-0_28
ID  - Rahayu2023
ER  -