Interaksi Antara Capability Operational Drivers dan Kepuasan Inovasi Layanan: Analisis di Hotel Budget Indonesia
Abstract
This study aims to determine the interaction between capability operational
drivers and service innovation satisfaction at budget hotels in Indonesia. This research
is a quantitative research. Data collection method is using by questionnaires and then
for data obtained were analyzed using PLS analyzed technique (Partial Least Square)
through the SmartPLS application. Sample of this study is the people or students who
stayed at a budget hotel in the area of Indonesia on the condition that at least one day
stayed in the last six months.
Based on the result of this research, it is known that the physical attributes have
a significant effect on satisfaction of service innovation, attributes the employee does
not have a significant effect on the satisfaction of service innovation and service
attributes have no effect significant to satisfaction of service innovation. Then
satisfaction service innovation has a significant impact on customer loyalty and
customer loyalty as well as having a significant effect on the willingness to pay extra.
Collections
- Management [4617]