Pengaruh Kualitas Jasa Perspektif Islam Terhadap Kepuasan dan Loyalitas Pelanggan Hotel Grand Kalimas di Surabaya
Abstract: This study intends
to know the influences of service quality perspective Islamic on the
satisfication and the customer loyalty of Grand Hotel Kalimas in Surabaya. In
achieving the aim, this study uses quantitative approach particularly in path
analysis. Questioner is used in this study as primary data source of this
study, moreover the data sampling of this study taken from 30 respondents.
Meanwhile, method of data collection uses probability sampling with accidental
sampling approach.
For the results, the writer finds that the quality of perspective Islamic
gives significant impact toward the satisfication of the customer, but it does
not give significant impact toward the loyalty of customer. However, the
satisfication of the customer gives significant influence toward the loyalty of
the customer, Islamic perspective of service quality indirect effect on
customer loyalty.
Keywords: service quality of
perspective Islamic, satisfication of customer, loyalty of customer, and sharia
hotel
Penulis: Fitria Solahika
Salma, Ririn Tri Ratnasari
Kode Jurnal: jpmanajemendd151441
