Service Experience, Loyalty, and Satisfaction in the Hospitality Industry and Its Impact

Lusia Tria Hatmanti Hutami (), Henny Welsa and Ilada Sarttatat
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Lusia Tria Hatmanti Hutami: Universitas Sarjanawiyata Tamansiswa, Management Department
Henny Welsa: Universitas Sarjanawiyata Tamansiswa, Master of Management Department
Ilada Sarttatat: Thepsari Rajabhat University, Faculty of Management Sciences

A chapter in Proceedings of the 1st International Conference on Management and Business (ICoMB 2022), 2023, pp 148-154 from Springer

Abstract: Abstract This study aims to examine the effect of service experience on loyalty mediated by satisfaction. The results of this study indicate that service experience has a positive and significant impact on loyalty and satisfaction. The result of the research also indicates that satisfaction does not affect loyalty, so mediation does not occur. This is quantitative research with a purposive random sampling technique. The total respondents in this study were 118 respondents. Data were analyzed using structural equation modeling. The findings in this study are that hotel industry consumers have a tendency to switch or be disloyal.

Keywords: service experience; satisfaction; loyalty (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-160-9_16

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DOI: 10.2991/978-94-6463-160-9_16

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