Open AccessEffect of Service Quality on Customer Loyalty with Customer Satisfaction as an intervening variable in Shariah Hotel (Study at Pesonna Hotel in Makassar, South Sulawesi)
Author(s) -
Nur Rahmah,
Muslimin Kara,
Muammar Bakry,
Rahmawati Muin
Publication year - 2021
Publication title -
international journal of multicultural and multireligious understanding
Language(s) - English
Resource type - Journals
ISSN - 2364-5369
DOI - 10.18415/ijmmu.v8i4.2479
Subject(s) - service quality , intervening variable , customer satisfaction , business , loyalty business model , marketing , loyalty , quality (philosophy) , sample (material) , service (business) , advertising , business administration , sociology , population , philosophy , chemistry , demography , epistemology , chromatography
This study aims to bridge the research gap between service quality and customer loyalty by making customer satisfaction an intervening variable. The sample in this study is the customer of the Islamic hotel (Pesonna Hotel) in Makassar, amounting to 100 respondents. This research is a quantitative study with an associative approach, which is analyzed with a structural equation model and uses SmartPLS 3 as an analysis tool. The results of this study indicate that directly, service quality has no significant effect on customer loyalty. However, indirectly, adding customer satisfaction as an internal variable shows a significant effect.