Customer Delight Strategy in Hotel Industry
- DOI
- 10.2991/icse-15.2016.25How to use a DOI?
- Keywords
- customer delight, customer loyalty
- Abstract
Low customer loyalty is a significant issue in hotel industry. Every hotel faces the same problem that is to keep their customers loyal. It is important since the customers are assets for the hotels. Therefore, retaining customers, which is easier and cheaper, should give some more importance than acquiring new ones. It is not an easy job when there is competition between hotels trying to keep their customers loyal. Grand Royal Panghegar Hotel is one of the hotels facing the low customer loyalty problem. Thus, this research aims to know the influence of good service to customer loyalty. This research employs descriptive and verifiable method and examines 100 hotel customers by employing Partial Least Square Methode (PLS) analysis technic. The results show that customer delight strategy has a significant contribution to customer loyalty. The most important factor contributing to the customer loyalty is trust that is needed to build a strong relationship between hotel and its customers. Meanwhile, justice becomes a factor that gives low contribution to loyalty. This aspect must be improved by providing fair treatment for the customers who stay and do transaction at the hotels.
- Copyright
- © 2016, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Lili Adi Wibowo AU - Judi Januarita Pratiwi Ekaputri PY - 2016/04 DA - 2016/04 TI - Customer Delight Strategy in Hotel Industry BT - Proceedings of the 1st UPI International Conference on Sociology Education (UPI ICSE 2015) PB - Atlantis Press SP - 114 EP - 117 SN - 2352-5398 UR - https://doi.org/10.2991/icse-15.2016.25 DO - 10.2991/icse-15.2016.25 ID - Wibowo2016/04 ER -