Pengaruh Reputasi dan Kualitas Pelayanan Terhadap Loyalitas Costumer Wisma Putri Deli Hotel Jalan SM. Raja No. 65 Rantauprapat

Authors

  • Devi Riani Br Ritonga Universitas Al-Washliyah Labuhanbatu
  • Jeni Sukmal Universitas Al-Washliyah Labuhanbatu
  • M Rusdi Universitas Al-Washliyah Labuhanbatu

DOI:

https://doi.org/10.56916/jimab.v4i1.1284

Keywords:

Reputasi, Kualitas Pelayanan, Loyalitas Customer, Hotel

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh reputasi dan kualitas pelayanan terhadap loyalitas customer Wisma Putri Deli Hotel yang berlokasi di Jln. SM. Raja No.65, Rantauprapat. Metode penelitian yang digunakan adalah kuantitatif dengan pendekatan regresi linier berganda. Data diperoleh melalui kuesioner yang dibagikan kepada 100 responden yang pernah menginap di hotel tersebut. Hasil penelitian menunjukkan bahwa reputasi memiliki pengaruh yang signifikan terhadap loyalitas customer, sedangkan kualitas pelayanan memiliki pengaruh positif tetapi juga tidak signifikan terhadap loyalitas customer. Hal ini menunjukkan bahwa faktor lain mungkin lebih berperan dalam menentukan loyalitas pelanggan.

References

Nasution, N. (2015). Manajemen Mutu Terpadu. Bogor: Ghalia Indonesia

Tjiptono, F. (2014). Pemasaran Jasa: Prinsip, Penerapan dan Penelitian. Yogyakarta: Andi Offset.

Turgay Bucak. 2014. The Effect of Service Quality on Customer Satisfaction: A Research on Hotel Businesses. International Journal of Education and Research School of Tourism and Hotel Management in Turkey.

Yousef, Keshavarz dan Hareeza Ali. 2015. The Service Quality Evaluation on Tourist Loyalty in Malaysian Hotels by the Mediating Role of Tourist Satisfaction. Mediterranean Journal of Social Sciences in Malaysia.

Skripsi Cahyani, Nofi. 2015. Pengaruhcitra perusahaan, relationshipmarketing, dan kualitas pelayananterhadap loyalitas pelanggan melalui kepuasan pelanggan. Fakultas Ekonomi. Universitas Negeri Yogyakarta.

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Published

2025-05-01

How to Cite

Ritonga, D. R. B., Sukmal, J., & Rusdi, M. (2025). Pengaruh Reputasi dan Kualitas Pelayanan Terhadap Loyalitas Costumer Wisma Putri Deli Hotel Jalan SM. Raja No. 65 Rantauprapat. Journal of Innovation in Management, Accounting and Business, 4(1), 103–110. https://doi.org/10.56916/jimab.v4i1.1284

Issue

Vol. 4 No. 1 (2025)

Section

Articles

License

Copyright (c) 2025 Devi Riani Br Ritonga, Jeni Sukmal, M Rusdi

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