Customer Satisfaction: The Rules of Mediating Effect of Price and Service Quality, A Perspective from Local Tourists

Nova Putri Rahayu (), Robbi Saepul Rahman (), Ester Manik, Jaka Arisandy and Iwan Sidharta ()
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Nova Putri Rahayu: Sekolah Tinggi Ilmu Ekonomi Pasundan, Economics Development
Robbi Saepul Rahman: Sekolah Tinggi Ilmu Ekonomi Pasundan, Economics Development
Ester Manik: Sekolah Tinggi Ilmu Ekonomi Pasundan, Economics Development
Jaka Arisandy: Sekolah Tinggi Ilmu Ekonomi Pasundan, Economics Development
Iwan Sidharta: Sekolah Tinggi Ilmu Ekonomi Pasundan, Economics Development

A chapter in Proceedings of the International Conference of Economics, Business, and Entrepreneur (ICEBE 2022), 2023, pp 257-266 from Springer

Abstract: Abstract A critical aspect of service company marketing is customer service selection decisions and customer satisfaction indicators. This study investigates how service quality and price affect customer satisfaction. This study uses a cross-sectional approach, with the number of respondents being 100 local tourists who stay at one of the 4-star hotels in the city of Bandung. To find out the variables of the research effect, the researcher used a non-parametric approach with the structural equation modeling-PLS method. The research results show that service quality mediates price to local tourist satisfaction. The study results imply that the hotel management needs to pay attention to the price issue compared to quality or the suitability between price and quality to pay more attention to this. These conditions expect to increase customer satisfaction.

Keywords: service quality; price; customers; local tourists (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-2-38476-064-0_28

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DOI: 10.2991/978-2-38476-064-0_28

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