The Effect of Facility, Quality of Service and Communication on Hotel Customer Loyalty with Customer Satisfaction as A Mediation (Study on The Grand Dian Hotel)

Abstrak

The purpose of this research is to determine the effect of: 1) M To determine the effect of facilities on customer satisfaction, 2) To determine the effect of service quality on customer satisfaction; 3) To determine the effect of communication on customer satisfaction; 4) To determine the effect of facilities on customer loyalty; 5) To determine the effect of service quality on customer loyalty, 6). To determine the effect of communication on customer loyalty; 7) To determine the effect of satisfaction on customer loyalty; 8) To determine the effect of facilities on customer loyalty with customer satisfaction as a mediator; 9) To determine the effect of service quality on customer loyalty with customer satisfaction as a mediator; 10) To determine the effect of communication on customer loyalty with customer satisfaction as a mediator. The population of this research is all customers of Grand Dian Hotel Brebes who stay at Grand Dian Hotel Brebes whose number is not known with certainty and in determining the sample the Cochran formula is used. The technique used to collect data in this study is a questionnaire. The data analysis methods of this research are instrument validity and reliability tests, descriptive statistics, and quantitative analysis.