Meningkatkan Customer Satisfaction Melalui Service Excellence Di Hotel Holiday Inn Jakarta Kemayoran
Keywords:
Corporate Credibility, Brand Credibility, Service Excellence, Customer SatisfactionAbstract
Industri perhotelan merupakan salah satu industri yang berkembang pesat di Indonesia, seiring dengan perkembangan wisata domestik dan internsional. Kepemilikan properti oleh warga negara Indonesia berbadan hukum Indonesia, pada umumnya, utamanya hotel bintang tiga sampai bintang lima. Sementara itu manajemen dikelola oleh hotel chain seperti Hilton, Intercontinental dan Accor. Penelitian ini bertujuan untuk meningkatkan customer satisfaction dengan corporate credibility dan brand credibility yang dimediasi oleh service excellence. Metode yang digunakan dalam penelitian ini dengan menggunakan PLS-SEM dengan perangkat lunak SmartPLS3.0. populasi dan sampel dalam penelitian ini adalah pelanggan yang menginap di Hotel Holiday Inn Jakarta Kemayoran pada kunjungan pertama kali atau lebih. Accidental sampling melalui peneyabran google form merupakan teknik pengambilan sampel yang terdiri dari 150 responden. penelitian ini menunjukkan hasil dengan nilai baik serta memiliki pengaruh positif dan signifikan antar setiap variabel baik secara langsung maupun tidak langsung.
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