Improving Consumer Loyalty by Providing Service Excellent and
Utilizing Business Relationships
RYAN FIRDIANSYAH SURYAWAN1, EVAF MAULINA1, KARNAWI KAMAR2,
ABDUL SAMAD LATUCONSINA3, BUDI SAFARI4, SUGIYO4, SITI ANNISA WAHDINIAWATI5,
LILIK SURYANINGSIH1, INDI NERVILIA4, ARJUNA WIWAHA6 , ENDRI ENDRI7
1Sekolah Tinggi Penerbangan Aviasi,
Jl. Gatot Subroto No.27, Pancoran, Jakarta 12780,
INDONESIA
2STIE Insan Pembangunan, Tangerang,
Jl.HOS. Cokroaminoto, Tangerang, Banten 15157,
INDONESIA
3Universitas Jakarta,
Jl. Pulomas Barat Villa Tanah Mas, Jakarta 13210,
INDONESIA
4Sekolah Tinggi Manajemen IMMI,
Jl. Raya Tj. Barat No.11, Jagakarsa, Jakarta 12530,
INDONESIA
5Akademi Maritim Nasional Jakarta Jaya,
Jl. Gading Raya I No.14, Kelapa Gading, Jakarta 14240,
INDONESIA
6STIE Jakarta International College, Jakarta,
Jl. Perunggu No.53, Kemayoran, Jakarta 10640,
INDONESIA
7Universitas Mercu Buana,
Jl. Meruya Selatan No. 1, Kembangan, Jakarta 11650
INDONESIA
Abstract: - The increasingly fierce competition in the hospitality industry requires companies to provide the best
quality service and relationships with customers to create loyalty. This study aims to empirically prove the
influence of relationships and service quality on guest loyalty in several hotels in Bekasi. The study was conducted
on hotels in the Bekasi area, West Java Province, with individual and group repeat guest samples. The sampling
technique used was purposive sampling through interviews based on questionnaires, and field observations. The
data analysis method used is path analysis. The research's empirical findings prove that the quality of service and
the relationship affect guest loyalty. Although the partial relationship has a significant effect on guest loyalty, on
the contrary, the quality of service has no impact. Furthermore, the overall contribution of service quality and
relationship factors to explain the fluctuations that occur in changes in customer loyalty is only 43 percent. This
means that other factors can increase the explanation of changes that occur in hotel guest loyalty.
Key-Words: - service quality, relations, guest loyalty, hotels
Received: February 14, 2023. Revised: June 11, 2023. Accepted: June 22, 2023. Published: June 30, 2023.
WSEAS TRANSACTIONS on BUSINESS and ECONOMICS
DOI: 10.37394/23207.2023.20.129
Ryan Firdiansyah Suryawan, Evaf Maulina,
Karnawi Kamar, Abdul Samad Latuconsina,
Budi Safari, Sugiyo, Siti Annisa Wahdiniawati,
Lilik Suryaningsih, Indi Nervilia, Arjuna Wiwaha, Endri Endri
E-ISSN: 2224-2899
1463
Volume 20, 2023
1 Introduction
One of the growing businesses is the hospitality
service business, which includes lodging services for
tourists, [1]. The hotel business is closely related to
the tourism industry because it provides a variety of
lodging accommodations for tourists during tourist
visits and trips, [2]. Therefore, competition between
service industries is unavoidable, including in the
hospitality business. In winning the competition, the
Hotel can carry out a business strategy, some of
which are providing unique and innovative services
and facilities for its customers in the form of
cottages, villas, resorts, bungalows, and apartments.
Therefore, the hotel industry must carry out various
strategies and efforts to get as many hotel guests as
possible. Business Strategy can be defined as how the
company is facing and running the competition,
pursuing, achieving, and maintaining its competitive
advantage in the industrial sector, [3]. Internal and
external factors determine successful business
strategy. Human resources are internal factors that
can encourage the determination of business
strategies, [4]. It can also select a business's strategy
direction, [5]. Business strategy to get big profits
internally means optimizing all the resources owned
by the company organization, such as providing
excellent service and good facilities to customers.
Then external factors can be in the form of business
relations or consumer relations.
The main goal in running a hotel business is to
increase profits as much as possible, by attracting
guests or Hotel customers to stay for a long time.
This goal can be achieved by finding and keeping
loyal customers. Loyal customers can make repeated
business transactions, which in turn can provide
benefits for the Hotel itself. Guest loyalty can be
formed or created by delivering excellent service
quality (SERVQUAL) to foster interest in hotel
services. Research conducted by [6] on the use of
trust technology reveals a partial mediation of
technological trust between service quality,
behavioral intention, and loyalty has a close
relationship. In line with the opinion of [7] that the
provision of quality services can create consumer
loyalty: consumers who better understand the
company and encourage others to become loyal
consumers. The level of consumer loyalty is one of
the marketing strategy priorities and is quite the
focus of research. However, this field has been
widely studied by experts, including in the field of
tourism and hospitality, and the results obtained that
consumer loyalty needs to be thoroughly researched,
[8]. One of the efforts that can be made to seize
market share and retain loyal guests is to improve
service quality and implement relationship strategies.
Some researchers reveal that consumer loyalty is
related to satisfaction, trust, commitment, and brand
factors, [9] [10], [11], [12], [13].
Service Quality (SERVQUAL) can affect
customer satisfaction and loyalty. At the same time,
the level of happiness is a function of the discrepancy
between the perceived performance with the
expected performance. The SERVQUAL method and
the Customer Satisfaction Index (CSI) can be used as
evaluation tools, [14]. Furthermore, his research
found that the quality of service and facilities
determines consumer satisfaction. Then the study in
[15] revealed that the dominant logic of service
shows that value is formed with customers as 'value-
in-use (ViU) rather than being attached to tangible
goods. Service quality and corporate image
significantly influence superstore consumer loyalty,
[9]. Different views (GAP) occur in the formation of
consumer loyalty through the service quality factor
(SERVQUAL), where some researchers reveal that
Service Quality does not always provide a
satisfaction effect and create a commitment to
consumers or hotel guests. This happens because of a
failure to provide services or misinformation
(negative word of mouth or influence), [16], [17],
[18], [19], [20], [21], [22], [23], [24], [25]. Failure to
provide service is unavoidable because this can
create a breakdown in the bond between the customer
and the service company. However, the relationship
can be restored between service companies and
consumers by using and utilizing their resources.
Business success can be done with an approach to
fostering good relationships with consumers. A
system like this is where consumers focus on
providing excellent service products that can create
customer satisfaction according to their needs.
Based on this phenomenon, the problem can be
formulated that this research has the aim of knowing
and understanding the Effects of Service Quality at
several hotels in Bekasi, the Effects of Consumer
Relations/relationship 15business on several hotels in
Bekasi, Effects of Guest Loyalty to Hotels in Bekasi,
Together with the influence of Service Quality and
Customer Relations/Relationships on Guest Loyalty
at Hotels in Bekasi.
WSEAS TRANSACTIONS on BUSINESS and ECONOMICS
DOI: 10.37394/23207.2023.20.129
Ryan Firdiansyah Suryawan, Evaf Maulina,
Karnawi Kamar, Abdul Samad Latuconsina,
Budi Safari, Sugiyo, Siti Annisa Wahdiniawati,
Lilik Suryaningsih, Indi Nervilia, Arjuna Wiwaha, Endri Endri
E-ISSN: 2224-2899
1464
Volume 20, 2023
2 Literature Review
2.1 Influential factors on Consumer Loyalty
(CL)
Consumer loyalty is influenced by service quality
factors and company image, [9]. It is said that
customer loyalty is formed and is directly influenced
by the presentation of good service and a guaranteed
company reputation. Marketing involves all the steps
to customize products, packaging, communications,
sales, and services to meet customer needs and create
customer loyalty, [26]. Research conducted by [27]
found that commitment is formed through several
factors that influence it. Research in the hospitality
business depends on the image of the leading
destination for first-time and repeated visits through
the prism of the theory of three factors of consumer
satisfaction which shows the relationship between
positive-negative asymmetry with overall satisfaction
and through word-of-mouth recommendations. The
research results show that the differences in
consumer loyalty stem from socio-demographic,
psychographic, and behavioral characteristics.
Furthermore, research finds that loyalty behavior
may indicate better dedication occurring on future
customer visits than previous visits, [8]. Various
variables were found in several studies, namely;
consumer behavior, satisfaction, motivation,
involvement, commitment, risk perception, price, and
trust, can form variable dimensions for consumer
loyalty, [28], [29], [30], [31], [32], [33], [34].
2.2 Influential Factors on Service Quality
(SERVQUAL)
Currently, the hotel industry is experiencing tough
and complex competition, and the situation will be
increasingly uncertain in the future. To pass the
challenges and succeed or survive, the company must
implement a quality service that is to customer
expectations and, in essence, is to benefit from repeat
business, [35]. Customers continuously re-examine
the function of service quality both before and after
receiving the perceived service, [36]. Therefore,
service quality is essential in achieving a sustainable
competitive advantage. Providing satisfaction and
maintaining customer loyalty has been recognized as
critical factor in the hospitality industry, [37]. The
happiness felt by hotel guests has many advantages,
such as creating a solid relationship with the Hotel
and increasing the loyalty of hotel guests, [38]. Poor
service quality at the Hotel will cause dissatisfied
guests due to a decrease in demand which causes a
reduction in hotel performance. It depends on the
sales and marketing departments to attract new
guests, [39]. A study conducted by [40] found that
service quality and perceived usefulness positively
build behavior and interest in using internet banking
services. His research found that the SERVQUAL
dimension (assurance, preferential treatment, design,
information provision) has a close relationship with
service quality. Management, training, and
development factors significantly affect service
quality, [41], and several experts who researched the
aspects of assurance, design, responsiveness,
perceived usefulness, empathy, positive word of
mouth, reliability, education, training, etc. [42], [43],
[44], [45], [46], [47], [48].
2.3 Influential Factors on Customer
Relations/Business Relations
Efforts to maintain good relations between
companies and customers must provide services
tailored to the customer's needs, [48]. In his research,
it was found that there was a strong implication
because of the strategic relationship between
relationship management in identifying customer
needs. Promotion, price, merchandise, supply chain,
and location have been prominent in delivering
superior customer value. The study in [50] revealed
that situational factors and individual factors
influence the value created for luxury hotel guests.
This perspective is given as potential in creating and
managing shared value in customer and employee
relationships.
Customer Relations is a new paradigm for
companies in creating close relationships between
companies and customers. The close relationship
between customers and the company aims to
maintain consumer loyalty so that they continue to
use the products and services offered by the
company. Another study found that the closeness
between tourists and hotels was built through the use
of information on social media. Information that
positively affects customer proximity to the Hotel,
but in contrast to custom [er expertise and experience
do not significantly affect creating closeness, [51].
Building closeness with consumers is a must for
companies, and the more customer relationships are
built, the more customers are loyal to the company.
Customer loyalty can be approached through
perceived service quality, product quality, and price
WSEAS TRANSACTIONS on BUSINESS and ECONOMICS
DOI: 10.37394/23207.2023.20.129
Ryan Firdiansyah Suryawan, Evaf Maulina,
Karnawi Kamar, Abdul Samad Latuconsina,
Budi Safari, Sugiyo, Siti Annisa Wahdiniawati,
Lilik Suryaningsih, Indi Nervilia, Arjuna Wiwaha, Endri Endri
E-ISSN: 2224-2899
1465
Volume 20, 2023
fairness, [52].
In addition, companies can approach through
several programs Customer Relationships such as
acquiring, retaining, and partnering by considering
their customers. Several previous studies have
examined customer relations, [53], [54], [55], [56].
2.4 Research Hypothesis
The causal relationship between variables with
the parameter values of the structure above, then
the influence of the causal Variable to the
Variable, then the only insignificant effect is
Service Quality on guest loyalty. At the same
time, the Relationship variable has a positive
impact on Guest Loyalty in several hotels in the
Bekasi area. This research uses hypotheses based
on the literature review and the conceptual
framework that has been developed above,
namely;
H1: There is an effect of Service Quality on Guest
Loyalty.
H2: There is an influence of Relationship/Customer
Relations on Guest Loyalty.
H3: There is an effect of Service Quality and
Relationship on Guest Loyalty.
3 Methods
Researchers used descriptive verification methods,
namely hypothesis testing using statistical
calculations. The variables tested were X1 and X2
(Independent) on Variable Y (Dependent). In this
study, two variables became independent variables
Quality of Service(X1)and Relation (X2), and
Loyalty (Y) is the dependent Variable.
4 Results and Discussions
Based on the results of research on the influence of
Service Quality and its Relationship to Guest Loyalty
at several hotels in Bekasi. The data source in this
study was a questionnaire distributed to guests'
repeater individual and hotel groups in Bekasi with a
population of 320 people, but 100 people studied
were grouped into several categories such as gender
and age of the respondents.
Table 1. Characteristics of Respondents Based on
Gender
Gender
Frequency
Percentage
Male
41
41%
Female
59
59%
Total
100
100%
Most respondents based on gender were women,
namely 59 people or 59%, while the remaining 41
people, or 41%, were met by the male gender. This
means that female respondents are the majority of
respondents in this study.
Table 2. Characteristic Respondent by Age
Age
Frequency
Percentage
< 20 years
6
6%
21-30 years
36
36%
31-40 years
45
45%
41-50 years
9
9%
> 50 years
4
4%
Total
100
100%
Based on age, dominated by guests aged 31-40 years,
as many as 45 people or around 45%, respondents
aged less than 20 years, as many as six people or
about 6%, respondents aged between 21-30 years, as
many as 36 people or approx. 36% of respondents
aged more than 50 years, as many as four people or
about 4%. This shows that the average guests who
are respondents in this study are in the age range of
31-40 years.
4.1 Validity Test
Table 3. Validity Test Results
Variablel
Item
Symbols
rhitung
rtabel
Conclusion
(X1)
X1_1
0,817
0,30
Valid
X1_2
0,631
0,30
Valid
X1_3
0,533
0,30
Valid
X1_4
0,537
0,30
Valid
X1_5
0,325
0,30
Valid
X1_6
.0,682
0,30
Valid
X1_7
0,635
0,30
Valid
X1_8
0,633
0,30
Valid
X1_9
0,565
0,30
Valid
(X2)
X2_1
0,426
0,30
Valid
X2_2
0,475
0,30
Valid
X2_3
0,567
0,30
Valid
(Y)
Y_1
0,482
0,30
Valid
Y_2
0,585
0,30
Valid
Y_3
0,685
0,30
Valid
WSEAS TRANSACTIONS on BUSINESS and ECONOMICS
DOI: 10.37394/23207.2023.20.129
Ryan Firdiansyah Suryawan, Evaf Maulina,
Karnawi Kamar, Abdul Samad Latuconsina,
Budi Safari, Sugiyo, Siti Annisa Wahdiniawati,
Lilik Suryaningsih, Indi Nervilia, Arjuna Wiwaha, Endri Endri
E-ISSN: 2224-2899
1466
Volume 20, 2023
The results of the calculation of the validity of
the variables about and between each indicator of
each variable show significant results, which indicate
that r-count > r-table means that all statement items
are declared valid. Thus the research instrument can
be used as an accurate measuring instrument in
research and is suitable for use as a measuring
instrument in research.
4.2 Reliability Test
Table 4. Reliability Test Results
Variable
Cronbach's
Alpha
Alpha
Information
X1
0,866
0,60
Reliable
X2
0,673
0,60
Reliable
Y
0,748
0,60
Reliable
The results of the calculation of the reliability
test variables X1, X2, and Y show significant results,
which indicate that the value Cronbach Alpha > 0.60
means that the decision results are declared reliable.
Thus, the research instrument (questionnaire data)
can be used as a valid measuring tool in research and
as an example for future use.
4.3 Service Quality on the Research Object
Provide an interpretation of the score index obtained,
and the categorization is carried out in the following
way:
Highest Score (NTT)
NTT = Sample x Highest Answer Weight
= 100 x 5
= 500
Lowest Score (NTR)
NTR = Sample x Lowest Answer Weight
= 100 x 1
= 100
Score Range (RS)
RS = (Maximum Score – Minimum Score): Number
of Categories
= (500 - 100): 5
= 80
Table 5. Respondent's Response Regarding
Employee reliability in serving guests
Alternative
Answers
Score
Frequency
Percentage
(%)
Cumulative
Score
Strongly
Agree
5
64
64%
320
Agree
4
23
23%
92
Moderately
Agree
3
13
13%
39
Disagree
2
0
0%
0
Strongly
Disagree
1
0
0%
0
Total
100
100%
451
Based on the results of the responses above, the
cumulative score of 451 is included in the
outstanding category, meaning that the reliability of
employees in serving guests is excellent.
Table 6. Respondents Response Regarding: Ease of
booking with guests
Alternative
Answers
Score
Frequency
Percentage
(%)
Cumulative
Score
Strongly
Agree
5
49
49%
245
Agree
4
42
42%
168
Moderately
Agree
3
9
9%
27
Disagree
2
0
0%
0
Strongly
Disagree
1
0
0%
0
Total
100
100%
440
Based on the results of the responses above, the
cumulative score of 440 is included in the
outstanding category, meaning that the ease of
booking guests is perfect.
Table 7. Respondent's Response Regarding
Good Cleanliness in the hotel service area
Alter
native
Answers
S
core
Freq
uency
Percentage
(%)
Cumulative
score
Strongly
Agree
5
27
27%
135
Agree
4
64
64%
256
Fairly
Agree
3
9
9%
27
Disagree
2
0
0%
0
Strongly
Disagree
1
0
0%
0
Total
100
100%
418
Based on the results of the responses above, the
cumulative score of 418 is included in the excellent
category, meaning that the Cleanliness in the hotel
service area is good.
WSEAS TRANSACTIONS on BUSINESS and ECONOMICS
DOI: 10.37394/23207.2023.20.129
Ryan Firdiansyah Suryawan, Evaf Maulina,
Karnawi Kamar, Abdul Samad Latuconsina,
Budi Safari, Sugiyo, Siti Annisa Wahdiniawati,
Lilik Suryaningsih, Indi Nervilia, Arjuna Wiwaha, Endri Endri
E-ISSN: 2224-2899
1467
Volume 20, 2023
Table 8. Respondents Response Regarding: The
Number of facilities provided to hotel guests
Alternative
Answers
Score
Frequency
Percentage
(%)
Cumulative
Score
Strongly
Agree
5
35
35%
175
Agree
4
61
61%
244
Moderately
Agree
3
4
4%
12
Disagree
2
0
0%
0
Strongly
Disagree
1
0
0%
0
Total
100
100%
431
Based on the table above, it can be seen that the
results of respondents' responses regarding "The
number of facilities provided to hotel guests." with
answers from respondents who answered strongly
agree as many as 35 people, or about 35%, who
answered agree as many as 61 people or about 61%,
and those who answered quite agreed as many as 4
people or about 4%
Table 9. Respondents Response Regarding: Good
responsibility for guest safety hotel
Alternative
Answers
Score
Frequency
Percentage
(%)
Cumulative
score
Strongly
Agree
5
59
59%
295
Agree
4
32
32%
128
Moderately
Agree
3
9
9%
27
Disagree
2
0
0%
0
Strongly
Disagree
1
0
0%
0
Total
100
100%
450
Based on the results of the responses above, the
cumulative score of 450 is included in the
outstanding category, meaning that the responsibility
for guest safety is excellent.
Table 10. Respondent's Response Regarding Good
Honesty of hotel employees
Alternative
Answers
Score
Frequency
Percentage
(%)
Cumulative
Score
Strongly
Agree
5
30
30%
150
Agree
4
53
53%
212
Moderately
Agree
3
17
17%
51
Disagree
2
0
0%
0
Strongly
Disagree
1
0
0%
0
Total
100
100%
413
Based on the results of the responses above, the
cumulative score of 413 is included in the reasonably
good category, meaning that the honesty of the hotel
employees given is good.
Table 11. Respondent's Response Regarding Good
hospitality and courtesy by hotel employees in
providing services to guests
Alternative
Answers
Scores
Frequency
Percentage
(%)
Cumulative
Score
Strongly
Agree
5
53
53%
265
Agree
4
38
38%
152
Moderately
Agree
3
9
9%
27
Disagree
2
0
0%
0
Strongly
Disagree
1
0
0%
0
Total
100
100%
444
Based on the results of the responses above, the
cumulative score of 444 is included in the
outstanding category, meaning that the responsibility
for guest safety is excellent.
Table 12. Respondent's Response Regarding
Willingness of hotel employees to listening to
criticism from guests
Alternative
Answers
Score
Frequency
Percentage
(%)
Cumulative
Score
Strongly
Agree
5
38
38%
190
Agree
4
49
49%
196
Moderately
Agree
3
13
13%
39
Disagree
2
0
0%
0
Strongly
Disagree
1
0
0%
0
Total
100
100%
425
Based on the results of the responses above, the
cumulative score of 425 is included in the
outstanding category, meaning that the Willingness
of hotel employees to listen to criticism from guests
is perfect.
WSEAS TRANSACTIONS on BUSINESS and ECONOMICS
DOI: 10.37394/23207.2023.20.129
Ryan Firdiansyah Suryawan, Evaf Maulina,
Karnawi Kamar, Abdul Samad Latuconsina,
Budi Safari, Sugiyo, Siti Annisa Wahdiniawati,
Lilik Suryaningsih, Indi Nervilia, Arjuna Wiwaha, Endri Endri
E-ISSN: 2224-2899
1468
Volume 20, 2023
4.4 Relation to Research Object
Table 13. Respondent's Response Regarding
Attractiveness The attractiveness of the hotel service
program
Alternative
Answers
Scor
e
Frequenc
y
Percentag
e (%)
Cumulativ
e Scores
Strongly
Agree
5
4
4%
20
Agree
4
63
63%
252
Moderatel
y Agree
3
33
33%
99
Disagree
2
0
0%
0
Strongly
Agree
1
0
0%
0
Total
100
100%
371
Based on the results of the responses above, the
cumulative score of 371 is included in the excellent
category, which means that the attractiveness of the
hotel service program is good.
Table 14. Respondent's Response Regarding Good
quality of service from the Hotel
Alternative
Answers
Score
Frequency
Percentage
(%)
Cumulative
Score
Strongly
Agree
5
7
7%
35
Agree
4
76
76%
304
Moderately
Agree
3
17
17%
51
Disagree
2
0
0%
0
Strongly
Disagree
1
0
0%
0
Total
100
100%
390
Based on the responses above, the cumulative
score of 390 is included in the excellent category,
meaning that the quality of hotel services is good.
Table 15. Respondents' Responses Regarding Good
frequency of communication between hotel
employees and guests
Alternative
Answers
Score
Frequency
Percentage
(%)
Cumulative
Score
Strongly
Agree
5
3
3%
15
Agree
4
75
75%
300
Moderately
Agree
3
22
22%
66
Disagree
2
0
0%
0
Strongly
Disagree
1
0
0%
0
Total
100
100%
381
Based on the responses above, the acquisition of
cumulative score is equal to 381 included in either
category, which means that the frequency of
communication between employees and hotel guests
is already well.
4.5 Loyalty Guest at Hotel
Table 16. Respondents' Responses Regarding
Disinterest of hotel guests with other products or
other hotel brands
Alternative
Answers
Score
Frequency
Percentage
(%)
Cumulative
Score
Strongly
Agree
5
0
0%
0
Agree
4
51
51%
204
Moderately
Agree
3
34
34%
102
Disagree
2
15
15%
30
Strongly
Disagree
1
0
0%
0
Total
100
100%
336
Based on the responses above, the acquisition of
cumulative score is equal to 336, included in the
category quite well, which means that the lack of
interest in a hotel with other products or brands
different good enough.
Table 17. Respondents' Responses Regarding
Regular repurchase of hotel guests
Alternative
Answers
Score
Frequency
Percentage
(%)
Cumulative
Score
Strongly
Agree
5
12
12%
60
Agree
4
58
58%
232
Moderately
Agree
3
30
30%
90
Disagree
2
0
0%
0
Strongly
Disagree
1
0
0%
0
Total
100
100%
382
Based on the results of the responses above, the
cumulative score of 382 is included in the excellent
category, meaning that regular repeat purchases of
hotel guests are good.
WSEAS TRANSACTIONS on BUSINESS and ECONOMICS
DOI: 10.37394/23207.2023.20.129
Ryan Firdiansyah Suryawan, Evaf Maulina,
Karnawi Kamar, Abdul Samad Latuconsina,
Budi Safari, Sugiyo, Siti Annisa Wahdiniawati,
Lilik Suryaningsih, Indi Nervilia, Arjuna Wiwaha, Endri Endri
E-ISSN: 2224-2899
1469
Volume 20, 2023
Table 18. Respondents' Responses Regarding Good
Trust of hotel guests
Alternative
Answers
Score
Frequency
Percentage
(%)
Cumulative
Score
Strongly
Agree
5
10
10%
50
Agree
4
63
63%
252
Moderately
Agree
3
27
27%
81
Disagree
2
0
0%
0
Strongly
Disagree
1
0
0%
0
Total
100
100%
383
Based on the results of the responses above, the
cumulative score of 383 is included in the good
category, meaning that the trust of hotel guests is
good.
4.6 The Effect of Service Quality and
Relationships on Guest Loyalty in Hotels
The Effect of Service Quality and Relationships on
Guest Loyalty at the Hotel, statistical test Path
Analysis (path analysis) was used in this study to test
the hypothesis. X1 = Service Quality, X2 =
Relationship, and Y = Guest Loyalty. Determining
the effect of the Service Quality and Relationships
variables is done by analyzing the relationship
between the independent Variable and the dependent
variables' scores. To test the hypothesis, the
coefficients' magnitude calculated each Variable's
path.
Table 19. Correlation Matrix Between Sub-Variables
X1
X2
X1
1.000
0,076
X2
0,076
1.000
Furthermore, based on the correlation matrix and
the inverse matrix, the path coefficients, the overall
effect from X1 can be calculated to X2, and the path
coefficients of other variables outside the X1
Variable to the X2 Variable.
Table 20. The magnitude of the Path Coefficient
Path coefficient X1
to Y
pyx1
0,068
Path coefficient X2 to
Y
pyx2
0,647
Calculation results for multiple determination
coefficient (R2 Y.X1, X2). Correlation coefficient (R Y.X1,
X2), coefficient of determination of other variables on
Y (P2 YЄ), and other variables path coefficient on Y
(P Y Є).
Table 21. Multiple Coefficient of Determination and
Other Variable Path Coefficient
Multiple Coefficient of
Determination (R2)
R2 Y.X1, X2,
0.430
Coefficient of
Determination Var.
Another against Y
P2 Y Є
0.570
The effect of variables X1 and X2 together on
the Y variable is 0.430 or 43.0%, the X1 variables
and X2 jointly affect Y, and the remaining 0.570 or
57.0% is influenced by other variables not included
in the study, among others promotion, customer
satisfaction, product, price, and location.
Table 22. Path Coefficient Testing
Variable
Path Coeff.
Conclusion
PYX1
0.068
Ho accepted, No effect,
Quality of Service
insignificant to Guest
Loyalty
PYX2
0.647
Ho rejected, There is an
influence, significant
Willingness to guest
loyalty
Based on the results of the calculation of the
value of the variable path coefficient (X1) and (X2)
against (Y), which was obtained using the
SPSSprogram release 22 for windows, Thus
conceptually, it can be explained that the Service
Quality aspect has no significant effect on Guest
Loyalty and the Relationship aspect has a significant
effect on Guest Loyalty.
Table 23. Direct and Indirect Influence of Service
Quality on Guest Loyalty
Information
Interpretation of
Path Analysis
Influence
%
X1
Direct influence on
Y
Indirect influence
through X2 to Y
0.0046
0.0033
0.4624
0.3344
Total
0.0080
0.7968
The direct effect of Service Quality on Guest
Loyalty is 0.462%, and the indirect impact of Service
Quality on Guest Loyalty through Relationship is
0.334%. Therefore, the real influence of Service
Quality on Guest Loyalty at the Hotel is 0.796% with
a positive direction. The higher Service Quality
owned by an employee will result in increased Hotel
Guest Loyalty.
WSEAS TRANSACTIONS on BUSINESS and ECONOMICS
DOI: 10.37394/23207.2023.20.129
Ryan Firdiansyah Suryawan, Evaf Maulina,
Karnawi Kamar, Abdul Samad Latuconsina,
Budi Safari, Sugiyo, Siti Annisa Wahdiniawati,
Lilik Suryaningsih, Indi Nervilia, Arjuna Wiwaha, Endri Endri
E-ISSN: 2224-2899
1470
Volume 20, 2023
Table 24. Direct and Indirect Influence of Relation
on Guest Loyalty
Information
Interpretation of
Path Analysis
Influence
%
X2
Direct influence
on Y
Indirect influence
through X2 to Y
0.4186
0.0033
41.8609
0.3344
Total
0.4219
42.1953
Direct Effects of Relationships on Guest Loyalty
by 41.86% and the indirect effect of Relationships on
Guest Loyalty through Service Quality is 0.33%.
Total Effect of Relationship on Guest Loyalty
namely 42.19% in a positive direction, where the
better the relationship that is carried out will result in
increased Guest Loyalty. Based on the results of
research on the effect of service quality and
relationships on guest loyalty to hotel employees.
Through the quantitative method of path analysis, it
is proven that the quality of service in Relationships
influences Guest Loyalty. In addition, it is known
that Service Quality and Relationships have a
positive relationship with Guest Loyalty. The higher
the quality of service and connection, the higher it is.
Therefore, if service quality and relationships
increase, then Guest Loyalty will also increase. On
the other hand, if the level of service quality and
relationship decreases, guest loyalty will also
decrease.
5 Conclusion
Based on the results of research that researchers have
done regarding the Effect of Service Quality and
Relationships on Guest Loyalty, the following
conclusions are obtained:
1. Service quality is by the recapitulation response to
the indicators of Employee Reliability and
Responsibility for Guest Security, which scores
on a very high continuum line. Agree, which
means very good. But some statements are below
average, and it can be concluded that the lack of
Response from employees to each guest,
Cleanliness in the service area, availability of
facilities, honesty from employees, and
Willingness to listen to criticism from hotel
guests.
2. The relationship at the Hotel is by the
recapitulation response to the indicators of service
quality and communication frequency between
hotel employees and guests who score on the
agreed continuum line, which means good. But
some statements are below average, and it can be
concluded that the service program could be more
attractive.
3. Loyalty that occurs at the Hotel is by the
recapitulation response to the indicators of regular
repeat purchases and good trust, hotel guests'
score on the agreed continuum line, which means
good. But there are below-average statements, and
it can be concluded that the low disinterest of
hotel guests in other products or other hotel
brands needs to be improved again.
4. Quality of service and relationship simultaneously
affect guest loyalty. However, partially the
dominant relationship affects dedication rather
than service quality. And partly, the influence of
service quality and relationship on commitment is
as follows:
a. Service quality has no significant effect on
Guest Loyalty, so if the quality of service
that occurs is appropriate, then Guest Loyalty
can increase but not too much.
b. Relationships significantly affect guest
loyalty, so if the relationships that occur are
appropriate, guest loyalty will also increase.
References:
[1] Setiawati, R., Eve, J., Syavira, A.,
Ricardianto, P., Nofrisel., and Endri, E. The
Role of Information Technology in Business
Agility: Systematic Literature Review.
Quality Access to Success,Vol. 23, N0. 189,
2022, pp.144-149. DOI:
10.47750/QAS/23.189.16
[2] Hailuddin, H., Suryatni, M., Yuliadi, I.,
Canon, S., Syafrudin, S., and Endri, E, Beach
Area Development Strategy as the Prime
Tourism Area in Indonesia, Journal of
Environmental Management and Tourism,
Vol. 13, No. 2, 2022, pp. 414-426.
DOI:10.14505/jemt.v13.2(58).11
[3] Chen, G. Z., and Keung, E. C, The impact of
business strategy on insider trading
profitability, Pacific-Basin Finance Journal,
Vol. 55, 2019, pp. 270–282.
https://doi.org/10.1016/j.pacfin.2019.04.007
WSEAS TRANSACTIONS on BUSINESS and ECONOMICS
DOI: 10.37394/23207.2023.20.129
Ryan Firdiansyah Suryawan, Evaf Maulina,
Karnawi Kamar, Abdul Samad Latuconsina,
Budi Safari, Sugiyo, Siti Annisa Wahdiniawati,
Lilik Suryaningsih, Indi Nervilia, Arjuna Wiwaha, Endri Endri
E-ISSN: 2224-2899
1471
Volume 20, 2023
[4] Saluy, A.B., Abidin, Z., Djamil, M.,
Kemalasari, N., Hutabarat, L., Pramudena,
S.M., and Endri, E, Employee productivity
evaluation with human capital management
strategy: The case of covid-19 in Indonesia,
Academy of Entrepreneurship Journal, Vol.
27, No. 5, 2021, pp.1-9.
[5] Martauli, E. D, Pengaruh Faktor Eksternal
dan Internal terhadap Kinerja Usaha Wanita
Wirausaha Kerupuk Udang di Kabupaten
Tanjung Jabung Timur Jambi, Journal of
Integrated Agribusiness, Vol. 1, No. 1, 2019,
pp. 38–51.
https://doi.org/10.33019/jia.v1i1.1020
[6] Ul Hassan, M., Iqbal, M. S., and Habibah, U,
Self-Service Technology Service Quality:
Building Loyalty and Intention Through
Technology Trust in Pakistani Service Sector,
SAGE Open, Vol. 10, No. 2, 2020, pp. 1-9.
https://doi.org/10.1177/2158244020924412
[7] Borishade, T. T., Ogunnaike, O. O., Salau, O.,
Motilewa, B. D., and Dirisu, J. I, Assessing
the relationship among service quality,
student satisfaction, and loyalty: the
NIGERIAN higher education experience,
Heliyon, Vol. 7, No. 7, 2021, pp. 1-8.
https://doi.org/10.1016/j.heliyon.2021.e07590
[8] Tasci, A. D. A, A quest for destination loyalty
by profiling loyal travelers, Journal of
Destination Marketing and Management, Vol.
6, No. 3, 2017, pp. 207–220.
https://doi.org/10.1016/j.jdmm.2016.04.001
[9] Alam, M. M. D., and Noor, N. A. M, The
Relationship Between Service Quality,
Corporate Image, and Customer Loyalty of
Generation Y: An Application of S-O-R
Paradigm in the Context of Superstores in
Bangladesh, SAGE Open, Vol. 10, No. 2,
2020, pp. 1-19.
https://doi.org/10.1177/2158244020924405
[10] Sahagun, M. A., and Vasquez-Parraga, A. Z,
Journal of Retailing and Consumer Services
Can fast-food consumers be loyal customers,
if so, how ? Theory, method and findings,
Journal of Retailing and Consumer Services,
Vol. 21, No. 2, 2014, pp. 168–174.
https://doi.org/10.1016/j.jretconser.2013.12.0
02
[11] Huang, S., and Chen, C, Computers in Human
Behavior How consumers become loyal fans
on Facebook, Computers in Human Behavior,
Vol. 82, 2018, pp. 124–135.
https://doi.org/10.1016/j.chb.2018.01.006
[12] Le, M. T. H, Examining factors that boost
intention and loyalty to use Fintech post-
COVID-19 lockdown as a new normal
behavior, Heliyon, Vol. 7, No. 8, 2021, pp. 1-
9.
https://doi.org/10.1016/j.heliyon.2021.e07821
[13] Mansur, S., Saragih, N., Susilawati, S., Udud,
Y., and Endri, E, Consumer Brand
Engagement and Brand Communications on
Destination Brand Equity Maritine Tourism in
Indonesia, Journal of Environmental
Management and Tourism, Vol. 14, No. 4
2021, pp.1032-1042.
https://doi.org/10.14505//jemt.v12.4(52).16
[14] Widiyanto, P., Jaya Sakti, R.F., Setiawan,
E.B., Manfaluthy, M., Suryaningsih, L.,
Ricardianto, P., Kamar, K., and Endri, E, The
Relationship between Service Quality,
Timeliness of Arrival, Departure Flip Ship
Logistics and People and Customer
Satisfaction: A Case in Indonesia, Academy of
Entrepreneurship Journal, Vol. 27, No. 6,
2021, pp. 1-10.
[15] Ranjan, K. R., and Read, S, Value co-
creation: concept and measurement, Journal
of the Academy of Marketing Science, Vol.
44, No. 3, 2016, pp. 290–315.
https://doi.org/10.1007/s11747-014-0397-2
[16] Lu, L., Cai, R., and King, C, Building trust
through a personal touch: Consumer response
to service failure and recovery of home-
sharing, Journal of Business Research, Vol.
117, 2020, pp. 99–111.
https://doi.org/10.1016/j.jbusres.2020.05.049
[17] Muhammad, L., and Gul-e-Rana Do service
firm employee and customer relations matter
for customer forgiveness in service recovery?
Asia Pacific Journal of Marketing and
Logistics, Vol. 31, No. 4, 2019, pp. 1216–
WSEAS TRANSACTIONS on BUSINESS and ECONOMICS
DOI: 10.37394/23207.2023.20.129
Ryan Firdiansyah Suryawan, Evaf Maulina,
Karnawi Kamar, Abdul Samad Latuconsina,
Budi Safari, Sugiyo, Siti Annisa Wahdiniawati,
Lilik Suryaningsih, Indi Nervilia, Arjuna Wiwaha, Endri Endri
E-ISSN: 2224-2899
1472
Volume 20, 2023
1232. https://doi.org/10.1108/APJML-09-
2018-0355
[18] Akhtar, N., Ahmad, W., Siddiqi, U. I., and
Akhtar, M. N, Predictors and outcomes of
consumer deception in hotel reviews: The
roles of reviewer type and attribution of
service failure, Journal of Hospitality and
Tourism Management, Vol, 39, 2019, pp. 65–
75. https://doi.org/10.1016/j.jhtm.2019.03.004
[19] Trianasari, N., Butcher, K., and Sparks, B,
Understanding Guest Tolerance and the Role
of Cultural Familiarity in Hotel Service
Failures, Journal of Hospitality Marketing
and Management, Vol. 27, No. 1, 2018, pp.
21–40.
https://doi.org/10.1080/19368623.2017.13296
77
[20] Koc, E, Service failures and recovery in
hospitality and tourism: a review of literature
and recommendations for future research,
Journal of Hospitality Marketing and
Management, Vol. 28, No. 5, 2019, pp. 513–
537.
https://doi.org/10.1080/19368623.2019.15371
39
[21] Ahmad, W., and Sun, J, Modeling consumer
distrust of online hotel reviews, International
Journal of Hospitality Management, Vol. 71,
2018, p. 77–90.
https://doi.org/10.1016/j.ijhm.2017.12.005
[22] Migacz, S. J., Zou, S. (Sharon), and Petrick, J.
F, The “Terminal” Effects of Service Failure
on Airlines: Examining Service Recovery
with Justice Theory, Journal of Travel
Research, Vol. 57, No. 1, 2018, pp. 83–98.
https://doi.org/10.1177/0047287516684979
[23] Liat, C. B., Mansori, S., Chuan, G. C., and
Imrie, B. C, Hotel Service Recovery and
Service Quality: Influences of Corporate
Image and Generational Differences in the
Relationship between Customer Satisfaction
and Loyalty. Journal of Global Marketing,
Vol. 30, No. 1, 2017, pp. 42–51.
https://doi.org/10.1080/08911762.2016.12629
32
[24] Hur, J. Y., and Jang, S. C., Is consumer
forgiveness possible?: Examining rumination
and distraction in hotel service failures,
International Journal of Contemporary
Hospitality Management, Vol. 31, No. 4,
2019, pp. 1567–1587.
https://doi.org/10.1108/IJCHM-07-2017-0395
[25] Simanjuntak, M., Mansur, S., Saragih, N.,
Hayati, S., and Endri, E, The role of quality
and trust on using website news. International
Journal of Data and Network Science, Vol. 6,
No. 3, 2022, pp. 683-692.
DOI: 10.5267/j.ijdns.2022.4.004
[26] Ricardianto, P., Kholdun, A., Fachrey, K.,
Nofrisel, N., Agusinta, L., Setiawan, E.,
Abidin, Z., Purba, O., Perwitasari, E., and
Endri, E, Building green supply chain
management in pharmaceutical companies in
Indonesia, Uncertain Supply Chain
Management, Vol. 10, No. 2, 2022, pp. 453-
462. DOI: 10.5267/j.uscm.2021.12.006
[27] Schofield, P., Coromina, L., Camprubi, R.,
and Kim, S, An analysis of first-time and
repeat-visitor destination images through the
prism of the three-factor theory of consumer
satisfaction, Journal of Destination Marketing
and Management, Vol. 17, 2020, pp. 100463.
https://doi.org/10.1016/j.jdmm.2020.100463
[28] Yun, W., and Hanson, N, Weathering
consumer pricing sensitivity: The importance
of customer contact and personalized services
in the financial services industry, Journal of
Retailing and Consumer Services, Vol. 55,
2020, pp. 102085.
https://doi.org/10.1016/j.jretconser.2020.1020
85
[29] Atashfaraz, M., and Abadi, M. H. H. S,
Impact of E-Service Innovation on Brand
Equality and Customer Loyalty in Samsung
International Corporation, Procedia
Economics, and Finance, Vol. 36, No. 16,
2016, pp. 327–335.
WSEAS TRANSACTIONS on BUSINESS and ECONOMICS
DOI: 10.37394/23207.2023.20.129
Ryan Firdiansyah Suryawan, Evaf Maulina,
Karnawi Kamar, Abdul Samad Latuconsina,
Budi Safari, Sugiyo, Siti Annisa Wahdiniawati,
Lilik Suryaningsih, Indi Nervilia, Arjuna Wiwaha, Endri Endri
E-ISSN: 2224-2899
1473
Volume 20, 2023
https://doi.org/10.1016/s2212-
5671(16)30044-2
[30] Alguacil, M., Núñez-Pomar, J., Calabuig, F.,
Escamilla-Fajardo, P., and Staskeviciute-
Butiene, I, Creation of a brand model through
SEM to predict users’ loyalty and
recommendations regarding a public sports
service, Heliyon, Vol. 7, No. 6, 2021, pp. 1-8.
https://doi.org/10.1016/j.heliyon.2021.e07163
[31] Borishade, T. T., Ogunnaike, O. O., Salau, O.,
Motilewa, B. D., Dirisu, J. I, Assessing the
relationship among service quality, student
satisfaction and loyalty: the NIGERIAN
higher education experience, Heliyon, Vol. 7,
No. 7, pp. 1-8.
https://doi.org/10.1016/j.heliyon.2021.e07590
[32] Ladhari, R., and Leclerc, A, Building loyalty
with online financial services customers: Is
there a gender difference? Journal of
Retailing and Consumer Services, Vol. 20,
No. 6, 2013, pp. 560–569.
https://doi.org/10.1016/j.jretconser.2013.07.0
05
[33] Frasquet, M., and Miquel-Romero, M. J,
Competitive (versus loyal) showrooming: An
application of the push-pull-mooring
framework, Journal of Retailing and
Consumer Services, Vol. 62, 2021, pp.
102639.
https://doi.org/10.1016/j.jretconser.2021.1026
39
[34] Indrasari, A., Nadjmie, N., and Endri, E,
Determinants of satisfaction and loyalty of e-
banking users during the COVID-19
pandemic, International Journal of Data and
Network Science, Vol. 6, No. 2, 2022, pp.
497-508. DOI: 10.5267/j.ijdns.2021.12.004
[35] Anwar, G., and Abdullah, N. N, Inspiring
future entrepreneurs: The effect of
experiential learning on the entrepreneurial
intention at higher education. International
Journal of English Literature and Social
Sciences, Vol. 6, No. 2, pp. 183–194.
https://doi.org/10.22161/ijels.62.26
[36] Rather, R. A., and Camilleri, M. A, The
effects of service quality and consumer-brand
value congruity on hospitality brand loyalty,
Anatolia, Vol. 30, No. 4, 2019, pp. 547–559.
https://doi.org/10.1080/13032917.2019.16502
89
[37] Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S.
A., Ismael, N. B., Hamza, P. A., Aziz, H.
Mahmood, Yassin, S. B., Sorguli, S., and
Anwar, G, Impact of Service Quality on
Customer Satisfaction in Hotel Industry, IOSR
Journal Of Humanities And Social Science,
Vol. 18, No. 5, 2021, pp. 39–44.
https://doi.org/10.9790/0837-1853944
[38] Anwar, K., and Balcioglu, H, The
Relationship Between Transformational
Leadership Characteristics and Effectiveness:
a Case Study of Construction Companies in
Erbil. International Journal of Science
Technology and Management, Vol. 5, No. 2,
2016, pp. 250–256.
[39] Demir, A., Maroof, L., Sabbah Khan,
N.U., and Ali, B.J, The role of E-service
quality in shaping online meeting platforms: a
case study from the higher education sector,
Journal of Applied Research in Higher
Education, Vol. 13, No. 5, 2021, pp. 1436-
1463. https://doi.org/10.1108/JARHE-08-
2020-0253
[40] Kaur, A., and Malik, G, Examining factors
influencing Indian customers’ intentions and
adoption of internet banking: Extending TAM
with electronic service quality, Innovative
Marketing, Vol. 15, No. 2, 2019, pp. 42–57.
https://doi.org/10.21511/im.15(2).2019.04
[41] Ricardianto, P., Wibowo, H., Agusinta, L.,
Abdurachman, E., Suryobuwono, A.,
Fachrial, P., Setiawan, A., Rafi, S.,
Maemunah, S., and Endri, E, Determinants of
airport train operational performance,
International Journal of Data and Network
Science, Vol. 6, No. 1, 2021, pp. 91-98. doi:
10.5267/j.ijdns.2021.9.019.
[42] Yee, L. L., Ramachandran, S., Shuib, A.,
Johari, S., and Afandi, S. H. M, Factors
influencing visitors’ evaluation of service
WSEAS TRANSACTIONS on BUSINESS and ECONOMICS
DOI: 10.37394/23207.2023.20.129
Ryan Firdiansyah Suryawan, Evaf Maulina,
Karnawi Kamar, Abdul Samad Latuconsina,
Budi Safari, Sugiyo, Siti Annisa Wahdiniawati,
Lilik Suryaningsih, Indi Nervilia, Arjuna Wiwaha, Endri Endri
E-ISSN: 2224-2899
1474
Volume 20, 2023
quality in Giant Panda Conservation Centre
(GPCC), Zoo Negara, International Journal
of Business and Society, Vol. 19, No. S1,
2018, pp. 140–158.
[43] Wang, C., and Teo, T. S. H, Online service
quality and perceived value in mobile
government success: An empirical study of
mobile police in China, International Journal
of Information Management, Vol. 52, 2020,
pp. 102076.
https://doi.org/10.1016/j.ijinfomgt.2020.1020
76
[44] Suhail, P., and Srinivasulu, Y, Perception of
service quality, satisfaction, and behavioral
intentions in Ayurveda healthcare, Journal of
Ayurveda and Integrative Medicine, Vol. 12,
No. 1, 2021, pp. 93–101.
https://doi.org/10.1016/j.jaim.2020.10.011
[45] Myo, Y. N., Khalifa, G. S. A., and Aye, T. T,
The Impact of Service Quality on Customer
Loyalty of Myanmar Hospitality Industry:
The Mediating Role of Customer Satisfaction,
International Journal of Management and
Human Science (IJMHS), Vol. 3, No. 3, 2019,
pp. 2590–3748.
[46] Ojekalu, S. O., Ojo, O., Oladokun, T. T., and
Olabisi, S. A, Factors influencing service
quality: An empirical evidence from property
managers of shopping complexes in Ibadan,
Nigeria, Property Management, Vol. 37, No.
2, 2019, pp. 215–228.
https://doi.org/10.1108/PM-05-2018-0035
[47] Saha, S., and Dutta, A, Factors Influencing
Service Quality Perception in Indian Life
Insurance Sector, Global Business Review,
Vol. 20, No. 4, 2019, pp. 1010–1025.
https://doi.org/10.1177/0972150919845222
[48] Pahala, Y., Widodo, S., Kadarwati., Azhari,
M., Muliyati., Lestari, N.I., Madjid, S.A.,
Sidjabat, S., Limakrisna, N., and Endri, E,
The effects of service operation engineering
and green marketing on consumer buying
interest, Uncertain Supply Chain
Management, Vol. 9, No. 3, 2021, pp. 603–
608. https://doi: 10.5267/j.uscm.2021.5.011
[49] Kampani, N., and Jhamb, D, Analyzing the
role of E-CRM in managing customer
relations: A critical review of the literature.
Journal of Critical Reviews, Vol. 5, No. 4,
2020, PP. 221–226.
https://doi.org/10.31838/jcr.07.04.41
[50] Chathoth, P. K., Harrington, R. J., Chan, E. S.
W., Okumus, F., and Song, Z, Situational and
personal factors influence hospitality
employee engagement in value co-creation,
International Journal of Hospitality
Management, Vol. 91, No. 2, 2020, 102687.
https://doi.org/10.1016/j.ijhm.2020.102687
[51] Nobar, H., and Rostamzadeh, R, The Impact
of Customer Satisfaction, Customer
Experience and Customer Loyalty on Brand
Power: Empirical Evidence from Hotel
Industry, Journal of Business Economics and
Management, Vol. 19, No. 2, 2018, pp. 417–
430.
[52] Hidayat, A., Adanti, A. P., Darmawan, A.,
and Setyaning, A. N. A, Factors Influencing
Indonesian Customer Satisfaction and
Customer Loyalty in Local Fast-Food
Restaurant, International Journal of
Marketing Studies, Vol. 11, No. 3, 2019, pp.
131-139
https://doi.org/10.5539/ijms.v11n3p131
[53] Leckie, C., Nyadzayo, M. W., and Johnson, L.
W, Antecedents of consumer brand
engagement and brand loyalty, Journal of
Marketing Management, Vol. 32, No. 5-6,
2016, pp. 558–578.
https://doi.org/10.1080/0267257X.2015.1131
735
[54] Shukla, M. K., and Pattnaik, P. N, Managing
Customer Relations in a Modern Business
Environment: Towards an Ecosystem-Based
Sustainable CRM Model, Journal of
Relationship Marketing, Vo. 18, No. 1, 2019,
pp. 17–33.
https://doi.org/10.1080/15332667.2018.15340
57
[55] Tamaruddin., Firdaus, A., and Endri, E,
Customer Satisfaction Mediates the Effect of
Self Service Technology on Customer
WSEAS TRANSACTIONS on BUSINESS and ECONOMICS
DOI: 10.37394/23207.2023.20.129
Ryan Firdiansyah Suryawan, Evaf Maulina,
Karnawi Kamar, Abdul Samad Latuconsina,
Budi Safari, Sugiyo, Siti Annisa Wahdiniawati,
Lilik Suryaningsih, Indi Nervilia, Arjuna Wiwaha, Endri Endri
E-ISSN: 2224-2899
1475
Volume 20, 2023
Loyalty in of Islamic Bank E-Banking
Services in Indonesia, ILTIZAM Journal of
Shariah Economics Research, Vol. 4, No. 2,
2020, pp. 1-15. DOI:
https://doi.org/10.30631/iltizam.v4i2.596
[56] Endri, E., Syafarudin, A., Santoso, S.,
Imaningsih, E.S., Suharti, T., and Rinda, R.T,
Consumption Behavior Patterns of
Generations Y Halal Products in Indonesia.
Academy of Entrepreneurship Journal, Vol.
26, No. 2, 2020, pp. 1-10
Contribution of Individual Authors to the
Creation of a Scientific Article (Ghostwriting
Policy)
Conceptualization: Ryan Firdiansyah Suryawan,
Abdul Samad Latuconsina. Data curation: Evaf
Maulina, Siti Annisa Wahdiniawati. Formal
analysis: Endri Endri, Siti Annisa Wahdiniawati,
Arjuna Wiwaha. Funding acquisition: Karnawi
Kamar, Siti Annisa Wahdiniawati. Investigation:
Ryan Firdiansyah Suryawan, Indi Nervilia.
Methodology: Endri Endri, Lilik Suryaningsih.
Project administration: Evaf Maulina, Lilik
Suryaningsih. Resources: Ryan Firdiansyah
Suryawan, Karnawi Kamar. Software: Endri Endri,
Lilik Suryaningsih. Supervision: Endri Endri, Budi
Safari, Arjuna Wiwaha. Validation: Abdul Samad
Latuconsina, Budi Safari. Visualization: Evaf
Maulina, Abdul Samad Latuconsina. Writing –
original draft: Ryan Firdiansyah Suryawan, Budi
Safari, Indi Nervilia. Writing – review & editing:
Endri Endri, Karnawi Kamar, Arjuna Wiwaha.
Sources of Funding for Research Presented in a
Scientific Article or Scientific Article Itself
No funding was received for conducting this study.
Conflict of Interest
The authors have no conflict of interest to declare.
Creative Commons Attribution License 4.0
(Attribution 4.0 International, CC BY 4.0)
This article is published under the terms of the
Creative Commons Attribution License 4.0
https://creativecommons.org/licenses/by/4.0/deed.en_
US
WSEAS TRANSACTIONS on BUSINESS and ECONOMICS
DOI: 10.37394/23207.2023.20.129
Ryan Firdiansyah Suryawan, Evaf Maulina,
Karnawi Kamar, Abdul Samad Latuconsina,
Budi Safari, Sugiyo, Siti Annisa Wahdiniawati,
Lilik Suryaningsih, Indi Nervilia, Arjuna Wiwaha, Endri Endri
E-ISSN: 2224-2899
1476
Volume 20, 2023
