THE ANTECEDENT OF CUSTOMER SATISFACTION

Andala Rama Putra Barusman, Evelin Putri Rulian and Susanto Susanto
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Susanto Susanto: Universitas Bandar Lampung

No af8pb, OSF Preprints from Center for Open Science

Abstract: Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention.

Date: 2020-03-12
New Economics Papers: this item is included in nep-sea and nep-tur
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Persistent link: https://EconPapers.repec.org/RePEc:osf:osfxxx:af8pb

DOI: 10.31219/osf.io/af8pb

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