A Study on Hotel Perceived Value: Is There an Impact Towards Customer Loyalty?

Keywords

perceived value; customer loyalty; hotel concordia bandung.

Abstract

Hotel concordia is one of the local three stars hotel (that) located in Bandung which ( is) always strives to maintain and improve customers loyalty. The problems hotel Concordia encountered is what efforts that can be done to improve customers loyalty in Hotel Concordia by increasing customer perceived value including self-gratification, aesthetics, price, prestige, transaction, hedonics and quality. The purpose of this research is to determine the effect of customer perceived value toward customer loyalty in Hotel Concordia Bandung. The method used in this research is descriptive and verificative with explanatory survey method. The sample of this study were 112 guest members of Bumi Sangkuriang who stayed at Hotel Concordia and the sampling technique used is systematic random sampling. This research employed multiple regression for data analysis technique as well as hypothesis test. The result showed that the variable of customer perceived value contributed a significant impact on customer loyalty in Hotel Concordia. While the partial result showed five out of the seven dimensions; specifically, the self- gratification, aesthetics, price, transaction, and quality dimensions were then found to have a significant direct positive effect on customer loyalty. The result showed that there is a influence of customer perceived value towards customer loyalty

Copyright

© 2019, 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/).

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TY  - CONF
AU  - H.P. Diyah Setiyorini
AU  - Dewi Pancawati Novalita
AU  - Armellya Syafira
PY  - 2019/06
DA  - 2019/06
TI  - A Study on Hotel Perceived Value: Is There an Impact Towards Customer Loyalty?
BT  - Proceedings of the 3rd International Seminar on Tourism (ISOT 2018)
PB  - Atlantis Press
SP  - 67
EP  - 71
SN  - 2352-5398
UR  - https://www.atlantis-press.com/article/125909350
ID  - Setiyorini2019/06
ER  -