Ayu, Anastasya Renata Putri and Widyantoro, Harry (2021) Pengaruh Kepuasan Pelanggan, Nilai yang Dirasakan, dan Kualitas Hubungan Terhadap Keterikatan Pelanggan Best Western Papilio Surabaya di Era New Normal. Universitas Hayam Wuruk Perbanas Surabaya. (Unpublished)
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Abstract
ABSTRACT Customer engagement is one indicator to measure the success of a hotel industry. This study aims to determine the effect of customer satisfaction, perceived value and relationship quality on customer engagement at the Best Western Papilio Hotel Surabaya in the New Normal Era. This study uses primary data by distributing questionnaires. The number of respondents in this study was determined to be 150 respondents using purposive sampling technique. Technical analysis used with the PLS program. The results of this study indicate that the model of the influence of the relationship between perceived value, trust, relationship quality and customer engagement is a fit model. The perceived value, customer satisfaction, relationship quality have a significant positive effect on customer engagement at the Best Western Papilio Hotel. Keywords: Customer Satisfaction, Perceived Value, Relationship Quality, Engagement.
| Item Type: | Article |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT |
| Divisions: | Bachelor of Management |
| Depositing User: | HARRY WIDYANTORO |
| Date Deposited: | 16 Feb 2022 02:09 |
| Last Modified: | 16 Feb 2022 02:09 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/8600 |
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