The Influence of Banquet Service Quality on Customer Satisfaction in Increasing Customer Loyalty at Hotel XYZ
DOI:
https://doi.org/10.55927/marcopolo.v3i3.21Keywords:
Customer Satisfaction, Service , Service Quality, Customer LoyaltyAbstract
Banquet service plays an important role in determining customer satisfaction and increasing loyalty. This study aims to explore more deeply the influence of food and beverage service quality and customer loyalty levels with customer satisfaction as a connecting factor. This study used a questionnaire distributed to 87 respondents and analyzed using various statistical methods. The results of the analysis showed that service quality has a very significant positive impact on guest satisfaction. In addition, service quality also has a positive impact on guest loyalty. Guest satisfaction also has a positive influence on guest loyalty, with a very high statistical significance value and a regression coefficient of 0.134. This study also found that guest satisfaction plays a partial role in the relationship between service quality and guest loyalty.
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