Abstract
As a provider of lodging, Aston Pluit Hotel & Residence Jakarta ”always strives to improve customer satisfaction or hotel guests in order to maintain customer loyalty to Aston Pluit Hotel & Residence Jakarta itself. However, the problem related to this research is about customer loyalty to Aston Pluit Hotel & Residence Jakarta during the 2015-2018 period, during which the number of guests staying at the Hotel Pluit Aston & Residence Jakarta decreased significantly even though the Hotel Pluit Aston & Residence Jakarta raises service standards and promotions to attract guests to visit and stay at the hotel. This research is categorized in Explanatory Research, with the data survey method using a questionnaire. The sampling technique uses Probability Sampling for population withdrawal using census techniques, the sample of respondents is hotel guests with a total of 359 guests. The method used in this research is the analysis of Structural Equation Modeling (SEM) using the LISREL 8.8 program with a factor loading value of 0.05. The results of this study indicate a positive and significant effect of price on customer satisfaction, a positive and significant effect of service quality on customer satisfaction, a positive and significant effect of price on customer loyalty, a positive and significant effect of service quality on loyalty. customers, there is a positive and significant influence of customer satisfaction variables on customer loyalty. There is a positive and significant effect of both price and service quality on customer loyalty through customer satisfaction
Highlights
The tourism sector is a sector that makes a major contribution to the Indonesian economy
The problem related to this research is about customer loyalty to Aston Pluit Hotel & Residence Jakarta during the 2015-2018 period, during which the number of guests staying at the Hotel Pluit Aston & Residence Jakarta decreased significantly even though the Hotel Pluit Aston & Residence Jakarta raises service standards and promotions to attract guests to visit and stay at the hotel
The results of this study indicate a positive and significant effect of price on customer satisfaction, a positive and significant effect of service quality on customer satisfaction, a positive and significant effect of price on customer loyalty, a positive and significant effect of service quality on loyalty. customers, there is a positive and significant influence of customer satisfaction variables on customer loyalty
Summary
The tourism sector is a sector that makes a major contribution to the Indonesian economy. The foreign exchange calculation is obtained from the average tourist expenditure of USD 1,100 which is multiplied by the number of visits of 16.2 million foreign tourists (Ocktaviany, 2018). With this amount, the tourism sector becomes the second largest foreign exchange contributor in Indonesia after the palm oil sector (Sukmana, Indonesian Tourism Advancement, Indonesia's Biggest Foreign Exchange Contributor, 2018). Hotels with the existing facilities and services must be able to fulfill the desires of tourists. If this is not in accordance with the wishes of tourists, the consequence is that consumers will not be loyal. The Aston Pluit Hotel has 229 rooms, a Ballroom with a capacity of 600 people, The location is close to DKI Jakarta facilities such as the airport, station and the Harbor making Aston Pluit Hotel included in the MICE Hotel
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
