The Influence of Co-creation Toward Customer Loyalty: Survey of Bumi Sangkuriang Members who Stay at Concordia Hotels (original) (raw)
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IAEME PUBLICATION, 2019
The present study examines and analyzes the strengths and weaknesses of the communications and customer relationship strategies that have been developed by public relations and individually simultaneously, influencing guests to visit at Hotels in Samosir. The research population is Hotel managers located on Samosir Island with saturated sample techniques where population units are sampled as a whole. Then, the data obtained were analyzed using regression analysis based on the Structural Equation Modeling (SEM) Partial Least Square (PLS). The empirical results of this study have shown that customer relationship marketing has an effect on the satisfaction of hotel guests. The success of the Hotel strategy in the Samosir area has given the guests satisfaction that has been a parameter for their future hotel success. Hotels that have failed in general have suffered a loss of trust and dissatisfaction with guests and communities. The communication strategies that have been established by the customer relationship hotel in Samosir area have shown good strategy. The customer relationship strategy that hotels in Samosir have created to increase guest satisfaction among them; Hotel provides Family Gathering activities. Family gatherings are of two types-employee gatherings are a regular event for all employees to develop intimacy between employees. Customers gathering is a special event for guests to foster relationships. Customers relationship Hotel in Samosir area also has strategies in handling guest complaints. The strategy of the Hotel in the Samosir area in dealing with guest complaints is through a cooperative approach to guests. Customers relations Hotel in Samosir area is divided into two parts; guest service and customer information section. The existing customer relations of the Samosir Hotel has become a mediator that connects the agency with its guests. The needs of any guest they want should go through the customer relations section. Here the role of customer relations is also the communicator of the agency. The service department has the task of welcoming guests; providing services for all guests' needs and providing information on procedures. Customer relations have been able to increase hotel guests' satisfaction in Samosir area Yossie Rossanty, M.D.T.P, Nasution, I. Irawan http://www.iaeme.com/IJM/index.asp 89 editor@iaeme.com through innovation. It has been proven to increase the satisfaction of hotel guests. It is also closely linked to the hotel's customer relations strategy.
International Journal of Applied Sciences in Tourism and Events, 2020
Purpose: This study aims to identify the overview of customer relationship management, analyze the level of hotel guest loyalty, and analyze the effect of customer relationship management consisting of services for the long term, individual service programs and partner relationships to the loyalty of hotel residents both simultaneously and partially. Research methods: This research was conducted in a descriptive and verification manner, while the research method used was a descriptive survey and explanatory survey methods, using samples through probability sampling techniques. Data collection used was interviews using a questionnaire accompanied by observation techniques. Data collection in the field was carried out in 2019. Data analysis used Path Analysis. Results and discussions: The results of this study indicate that; indicators of customer relationship management, and customer loyalty in four-star hotels in Yogyakarta City are generally rated well by customers, which means tha...
Customer Co-Creation on Revisiting Intentions: A Focus on the Tourism Sector
Sustainability, 2023
The offer of a wide range of services has given consumers several options to meet their needs. Therefore, in coherence with the competition between companies, they need to adopt processes and measures that they can perceive as consumers’ needs to offer a service that is adequate for their requirements. This study aims to understand the impact of co-creation on services and what factors impact the intention to revisit tourism services, specifically hotel stays. In this sense, the search seeks to understand the influence of co-creation on the variables under study and, in turn, which variables impact the intention to revisit a tourist service. To this end, a quantitative investigation was conducted through an online questionnaire survey to 314 respondents, in August 2020, that stayed at hotels in Portugal. The study demonstrates the importance of co-creation as a mediator of factors such as customer experience and the company’s orientation towards the customer and, in turn, building a long-term relationship with the customer (loyalty). However, there is no evidence to support the relationship between co-creation and revisit intention as this last one is influenced only by allegiance. This investigation contributes to the theme of co-creation and revisiting in the tourism sector of mainland Portugal and the islands, which is a recent topic analyzed in the literature, and significantly contributes to the application of business goals.
Examining the Factors Contributing Towards Customers Satisfaction at Xyz Hotel, Sungai Petani
2017
Customer satisfaction is the key driver for any organization to survive in the current competitive era. Service providers need to understand their customers and design their services in such a way that the maximum achieved by customer satisfaction. The aim of this study was to measure customer satisfaction at hotel XYZ Sungai Petani. The study contributes by testing a combination of SEVQUAL, Utilitarian and Hedonic Theory and Theory of cognitive Dissonance as the framework. There are three independent variables that is service quality; customer perceived value and customer expectation and customer satisfaction is the dependent variable in this present study. Simple random technique was adopted in this study. 291 questionnaires were distributed to the respondent customers that attend or stayed in the hotel. Multiple regression analysis was utilized to analysed the data and generate the findings. The results shows that service quality and customer expectation have significant relation...
2016
This paper is an empirical study that presents a comprehensive framework of relationships among customer value and customer loyalty in star hotel. The samples were collected from the guest were staying at 3 (three), 4 (four) and 5 (five) star hotels in West Java-Indonesia. A total of 210 respondents participated in this study and Structural Equation Modeling (SEM) were conducted to test the hipothesis. The test results provide an empirical evidence that the higher customer value will increase customer loyalty at star hotel. Beside, the results indicated that the customer value is a crucial role in the hotel industry and it is expected to be beneficial to the practice of business and hopefully it will also contribute to the development of management science, especially marketing management.
Service Quality & Its Impact on Customer Loyalty: A Study on Tripenda Hotels Pvt. Ltd. Malampuzha
Mantech Publication Pvt Ltd, 2019
Customer loyalty is particularly important to the hotel industry, because most hotel industry segments are mature and competition is strong. Often there is little differentiation among products in the same segment. (Bowen and Shoemaker, 2003). Managing Customer loyalty through a customer relationship approach has become a significant marketing strategy given most of services which hotels offer, are intangible. It is difficult to differentiate themselves from other competitors. Because of this, hotels have been making an effort to succeed in the industry by improving service quality and the service itself in order to maximize the customers' satisfaction and ensure guests become "loyal guests". O'Malley and Prothero (2004) have defined that the purpose of relationship marketing is to create, extend and keep the relationships with customers and other stakeholders. Because of this fact, customer loyalty as relationship marketing is significant. Barsky and Nash (2002) mentioned that the emotions a guest feels during a hotel stay are vital components of satisfaction and loyalty. However it is important to recognize the difference between customer satisfaction and customer loyalty.
Factors Affecting Customer Value Co-Creation Behavior: A Case of Tourism Industry
2020
The main purpose of this study is to find the factors affecting value co-creation behavior. This study also aimed to find the mediating role of customer co-creation attitude on the relationship between factors and value co-creation behavior. The target population selected for this study was the northern areas of Pakistan. The sample size of this study was (n=480) respondents. The data were collected at three different time's intervals, i.e. at the time, 1, independent variables data were collected at time 2 mediating variable was collected, and at time 3 dependent variable data was collected. This study results revealed that all factors have a positive and significant effect on customer value co-creation behavior. The results revealed that customer co-creation attitude has a positive and significant mediating role between factors and customer value co-creation behavior. The results of this study will open a new avenue in the tourism sector and as well for scholars and practition...
Journal of Reviews on Global Economics, 2020
This study focuses on determining the impacts of company support and co-creation performance on tourists' satisfaction and how their satisfaction influences customer loyalty in the Mekong Delta. Based on a survey sample of 271 customers, Cronbach's alpha coefficient, exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and structural equation model (SEM) are used for analysis. The results of the study indicated that the assurance most impacted on customers' satisfaction, followed by the responsiveness, empathy, reliability and physical facility. In addition, the customers' satisfaction is also a significant factor influencing customers' loyalty.
IOSR Journal of Business and Management, 2014
This study aims to identify and analyze (1) the effect of service quality and tourist satisfaction, (2) the effect of service quality on loyalty Tourists, (3) the effect of satisfaction on loyalty Tourists in Tourism Regions Integrated Trans Studio Bandung. The research method used is explanatory research, which would explain the causal relationship between the independent variable on the dependent variable through hypothesis testing. In this study the data used in the form of primary data obtained the results of questionnaires. While the analysis of the data used in the form of descriptive analysis and analysis of simple and multiple linear regressions. Based on the results of this research is that (1) quality of service and a significant positive effect on tourist satisfaction in integrated tourism Trans Studio Bandung. That is good service quality can increase the confidence rating on the quality of services offered, with the optimum service quality satisfaction of tourists will increase by itself, (2) quality of service and a significant positive effect on loyalty Tourists in integrated tourism Trans Studio Bandung. This means that service quality also has a strategic role in shaping wisatawa loyalty. A tourist will be loyal to a tourist attraction if tourism is well able to meet their needs, (3) Tourist satisfaction and a significant positive effect on loyalty Tourists in integrated tourism Trans Studio Bandung. This means that if a tourist was satisfied with the services received, the loyalty will be formed.
The Role of Co-Creation and Co-Creation Experience on Brand Loyalty of Kredit Multiguna Bank Jatim
2021
This study attempts to analyze the role of co-creation and co-creation experience on brand loyalty of Kredit Multiguna Bank Jatim. This research using 180 respondents of Kredit Multiguna Bank Jatim customer in Surabaya City, East Java Province, Indonesia as sample. Respondence response were analyze using SmartPLS 3.0. The result of the role dialogue, access and transparency has influence and supported on co-creation experience. Risk assessment has influence and no support on cocreation experience. The co-creation experience has influence and supported on brand loyalty of Kredit Multiguna Bank Jatim. The implication is to support the theory of the DART concept as a model that influences the co-creation experience for Bank's credit customers, while co-creation experience influences and supports increased brand loyalty. This implies that in Bank Jatim to encourage co-creation experiences through the DART concept and evaluated and used as skill upgrade.