Proceedings of the 1st International Conference of Management and Business (ICoMB 2022)

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Service Experience, Loyalty, and Satisfaction in the Hospitality Industry and Its Impact

Authors
Lusia Tria Hatmanti Hutami1, *, Henny Welsa2, Ilada Sarttatat3
1Management Department, Universitas Sarjanawiyata Tamansiswa, Yogyakarta, Indonesia
2Master of Management Department, Universitas Sarjanawiyata Tamansiswa, Yogyakarta, Indonesia
3Faculty of Management Sciences, Thepsari Rajabhat University, Thale Chup Son, Thailand
*Corresponding author. Email: trialusia@ustjogja.ac.id
Corresponding Author
Lusia Tria Hatmanti Hutami
Available Online 10 May 2023.
DOI
10.2991/978-94-6463-160-9_16How to use a DOI?
Keywords
service experience; satisfaction; loyalty
Abstract

This study aims to examine the effect of service experience on loyalty mediated by satisfaction. The results of this study indicate that service experience has a positive and significant impact on loyalty and satisfaction. The result of the research also indicates that satisfaction does not affect loyalty, so mediation does not occur. This is quantitative research with a purposive random sampling technique. The total respondents in this study were 118 respondents. Data were analyzed using structural equation modeling. The findings in this study are that hotel industry consumers have a tendency to switch or be disloyal.

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 1st International Conference of Management and Business (ICoMB 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
10 May 2023
ISBN
978-94-6463-160-9
ISSN
2352-5428
DOI
10.2991/978-94-6463-160-9_16How 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  - Lusia Tria Hatmanti Hutami
AU  - Henny Welsa
AU  - Ilada Sarttatat
PY  - 2023
DA  - 2023/05/10
TI  - Service Experience, Loyalty, and Satisfaction in the Hospitality Industry and Its Impact
BT  - Proceedings of the 1st International Conference of Management and Business (ICoMB 2022)
PB  - Atlantis Press
SP  - 148
EP  - 154
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-160-9_16
DO  - 10.2991/978-94-6463-160-9_16
ID  - Hutami2023
ER  -