Proceedings of the Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2019)

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The Impact of Service Quality and Corporate Reputation Toward Tourist Loyalty: A Study of the Indonesian Hotel Industry

Authors
Keni Keni, Ai Ping Teoh, Rajendran Muthuveloo
Corresponding Author
Keni Keni
Available Online 20 May 2020.
DOI
10.2991/assehr.k.200515.064How to use a DOI?
Keywords
service quality, corporate reputation, tourists loyalty, Indonesian hotel industry
Abstract

The rapid development of the Indonesian tourism industry had brought positive implications to the development of the other industries related to tourism as well, such as the airlines and hotel industry. The quick growth and development of the hotel industry in Indonesia could not only be assessed from the growing numbers of hotels established within the Indonesian territory, but also from the increasing number of tourists (both domestic and international) staying at those hotels in Indonesia. In terms of the hotel industry, two main factors determine the success and failure of a company within the industry, which are service quality and corporae reputation. Therefore, this study was conducted in order to determine the impact of service quality and corporate reputation on tourists loyalty in the Indonesian hotel industry. A total of 200 respondents participated in this study, in which, questionnaires were used to collect the data needed from the respondents. Once fully collected, the data were then analyzed using partial least squares- structural equation modeling (PLS-SEM) method. Based on the results of the data analysis, authors concluded that both service quality and corporate reputation had a positive impact on tourist loyalty in the Indonesian hotel industry.

Copyright
© 2020, 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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Volume Title
Proceedings of the Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2019)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
20 May 2020
ISBN
978-94-6252-970-0
ISSN
2352-5398
DOI
10.2991/assehr.k.200515.064How to use a DOI?
Copyright
© 2020, 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

risenwbib
TY  - CONF
AU  - Keni Keni
AU  - Ai Ping Teoh
AU  - Rajendran Muthuveloo
PY  - 2020
DA  - 2020/05/20
TI  - The Impact of Service Quality and Corporate Reputation Toward Tourist Loyalty: A Study of the Indonesian Hotel Industry
BT  - Proceedings of the Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2019)
PB  - Atlantis Press
SP  - 363
EP  - 369
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.200515.064
DO  - 10.2991/assehr.k.200515.064
ID  - Keni2020
ER  -