The Impact of Servqual Dimensions to Customer Loyalty through Customer Satisfaction as Intervening Variable Case Study: Bossotel Inn Chiang Mai Thailand
Keywords:
Servqual Dimensions, Customer Satisfaction, Customer LoyaltyAbstract
The tourism industry is one of the fastest and largest growth industry in economic nowadays. This industry has proven to be full of opportunities and challenges such as opening international borders, widespread internet access, and increased mobility and wealth of citizens in increasingly industrialized countries such as Thailand. Tourism industry can support the economic development of both local and country economic, earnings from foreign and domestic visitors. This research has purpose to determine the impact of servqual dimensions to customer loyalty through customer satisfaction as intervening variable. With servqual dimension as independent variable (X), customer loyalty as dependent variable (Y) and customer satisfaction as intervening variable (Z). This research was taken in Bossotel Inn Chiang Mai, Thailand. To collect the data used questionnaire that spread out to 100 respondents of hotel customers from many countries. The analytical method of this is regression and analysis path because the purpose is to know the indirect impact of servqual dimensions and customer satisfaction to customer loyalty.References
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