Pengaruh Customer Perceived Value Terhadap Customer Loyalty" (Survei terhadap Tamu Member Bumi Sangkuriang yang Menginap di Hotel Concordia) - Armellya Syafira Anzani, - (2019)
Hotel Concordia merupakan hotel lokal bintang tiga di Kota Bandung selalu berupaya untuk mempertahankan dan meningkatkan loyalitas pelanggan. Masalah yang dihadapi oleh Hotel Concordia adalah menurunnya tingkat occupancy tamu member Bumi Sangkuriang yang menginap di Hotel Concordia. Upaya yang dilakukan untuk meningkatkan customer loyalty di Hotel Concordia Bandung ialah dengan meningkatkan customer perceived value hotel yang terdiri atas hotel self gratification, aesthetics, price, prestige, transaction, hedonics dan quality. Jenis penelitian yang dilakukan adalah deskriptif dan verifikatif dengan menggunakan metode explanatory survey. Tujuan penelitian ini ialah untuk mengetahui pengaruh customer perceived value terhadap customer loyalty di Hotel Concordia Bandung. Responden penelitian berjumlah 112 orang yaitu tamu member Bumi Sangkuriang yang menginap di Hotel Concordia. Teknik analisis data yang digunakan ialah teknik analisis regresi berganda. Hasil penelitian secara simultan menunjukkan bahwa variabel customer perceived value memberikan pengaruh yang signifikan terhadap customer loyalty di Hotel Concordia.; Hotel Concordia as one of local the three star local hotel which located in Bandung which always strive to maintain and improve customer loyalty. The problems encountered by Hotel Concordia is the occupancy continued to decline by member guest of Bumi Sangkuriang who stay at Hotel Concordia. Efforts made to improve customer loyalty in Hotel Concordia by increasing customer perceived value which includes self gratification, aesthetics, price, prestige, transaction, hedonics and quality. Purpose in this study is to determine the effect of customer perceived value toward customer loyalty in Hotel Concordia Bandung. The type of this research is descriptive and verificative with the method used was explanatory survey. The sample of this study are 112 member guest of Bumi Sangkuriang who stay at Hotel Concordia with the sampling technique used is systematic random sampling. This research employed multiple regression for data analysis technique as well as hypothesis test. The result of simultant showed that the variable of customer perceived value contributed a significant impact on customer loyalty in Hotel Concordia..