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Authors: Ivo Novitaningtyas ; Dian Marlina Verawati ; Shinta Ratnawati ; Hanung Eka Atmaja and Nuwun Priyono

Affiliation: Faculty of Economy, Universitas Tidar, Magelang, Indonesia, Indonesia

ISBN: 978-989-758-471-8

Keyword(s): Guest Loyalty, Guest Satisfaction, Service Quality, E-Service Quality, Image

Abstract: The objective of this research is to examine the effect of service quality, e-service quality, and image on guest loyalty with guest satisfaction as a mediator at Virtual Hotel Operator (VHO). This research implements a quantitative research approach by developing a questionnaire to get primary data from 100 respondents as samples. The population in this study were guests who had stayed at RedDoorz (VHO) accommodations more than once. The convenience sampling method is used in this research. Data were analyzed by Structural Equation Model (SEM) with AMOS. The results show that service quality and also image has a positive effect on guest loyalty, but not significant. Then, e-service quality has a positive and significant effect on guest loyalty. The results also show that guest satisfaction has a mediating effect on the relationship between service quality toward guest loyalty, e-service quality toward guest loyalty, and image toward guest loyalty.

CC BY-NC-ND 4.0

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Paper citation in several formats:
Novitaningtyas, I.; Verawati, D.; Ratnawati, S.; Atmaja, H. and Priyono, N. (2020). Antecedents of Guest Loyalty in Virtual Hotel Operator.In Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management - Volume 1: ICBEEM, ISBN 978-989-758-471-8, pages 49-56. DOI: 10.5220/0009958800490056

@conference{icbeem20,
author={Ivo Novitaningtyas. and Dian Marlina Verawati. and Shinta Ratnawati. and Hanung Eka Atmaja. and Nuwun Priyono.},
title={Antecedents of Guest Loyalty in Virtual Hotel Operator},
booktitle={Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management - Volume 1: ICBEEM,},
year={2020},
pages={49-56},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009958800490056},
isbn={978-989-758-471-8},
}

TY - CONF

JO - Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management - Volume 1: ICBEEM,
TI - Antecedents of Guest Loyalty in Virtual Hotel Operator
SN - 978-989-758-471-8
AU - Novitaningtyas, I.
AU - Verawati, D.
AU - Ratnawati, S.
AU - Atmaja, H.
AU - Priyono, N.
PY - 2020
SP - 49
EP - 56
DO - 10.5220/0009958800490056

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