Physical Evidence And Service Excellence Become Main Factors In Building Customer Loyalty For Tourism Homestays In Situbondo City
Randika Fandiyanto
, Nadira Annisa Nur Salam , Karnadi
Physical evidence, Service excellence, Customer satisfaction, Customer loyalty
Marketing management can also be defined as the art and science of choosing target markets designed to create, build and maintain profitable exchanges to achieve company goals, for that proper marketing management can be improved, especially in the development of the homestay industry in Situbondo Regency. The purpose of this research is to analyze and examine the influence of physical evidence and service excellence in determining customer loyalty with customer satisfaction as an intervening variable. The population in this study were homestays in Situbondo Regency which are located in several tourist destinations in Situbondo Regency. The sampling method was determined by nonprobability sampling with purposive sampling. Data analysis and hypothesis testing in this study used the Structural Equation Model - Partial Least Square (PLS-SEM). The results of direct influence hypothesis testing using the Smart PLS 3.0 application, show that Physical evidence has a significant positive effect on customer satisfaction, Service excellence has a significant positive effect on customer satisfaction, Physical evidence has a negative but not significant effect on customer loyalty, Service excellence has a significant positive effect on loyalty customers, customer satisfaction has a significant positive effect on customer loyalty. The results of the indirect effect hypothesis show that the Physical Evidence variable has a significant positive effect on customer loyalty through customer satisfaction, the service excellence variable has a significant positive effect on customer loyalty through customer satisfaction.
"Physical Evidence And Service Excellence Become Main Factors In Building Customer Loyalty For Tourism Homestays In Situbondo City", IJSDR - International Journal of Scientific Development and Research (www.IJSDR.org), ISSN:2455-2631, Vol.8, Issue 7, page no.340 - 346, July-2023, Available :https://ijsdr.org/papers/IJSDR2307046.pdf
Volume 8
Issue 7,
July-2023
Pages : 340 - 346
Paper Reg. ID: IJSDR_207597
Published Paper Id: IJSDR2307046
Downloads: 000347219
Research Area: Management
Country: Situbondo, East Java, Indonesia, Indonesia
ISSN: 2455-2631 | IMPACT FACTOR: 9.15 Calculated By Google Scholar | ESTD YEAR: 2016
An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 9.15 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator
Publisher: IJSDR(IJ Publication) Janvi Wave
