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Service Experience, Loyalty, and Satisfaction in the Hospitality Industry and Its Impact

In: Proceedings of the 1st International Conference on Management and Business (ICoMB 2022)

Author

Listed:
  • Lusia Tria Hatmanti Hutami

    (Universitas Sarjanawiyata Tamansiswa, Management Department)

  • Henny Welsa

    (Universitas Sarjanawiyata Tamansiswa, Master of Management Department)

  • Ilada Sarttatat

    (Thepsari Rajabhat University, Faculty of Management Sciences)

Abstract

This study aims to examine the effect of service experience on loyalty mediated by satisfaction. The results of this study indicate that service experience has a positive and significant impact on loyalty and satisfaction. The result of the research also indicates that satisfaction does not affect loyalty, so mediation does not occur. This is quantitative research with a purposive random sampling technique. The total respondents in this study were 118 respondents. Data were analyzed using structural equation modeling. The findings in this study are that hotel industry consumers have a tendency to switch or be disloyal.

Suggested Citation

  • Lusia Tria Hatmanti Hutami & Henny Welsa & Ilada Sarttatat, 2023. "Service Experience, Loyalty, and Satisfaction in the Hospitality Industry and Its Impact," Advances in Economics, Business and Management Research, in: Budi Setiawan (ed.), Proceedings of the 1st International Conference on Management and Business (ICoMB 2022), pages 148-154, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-160-9_16
    DOI: 10.2991/978-94-6463-160-9_16
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