Authors : Levyda , Dwi Kartini, Faisal Afiff and Popy Rufaidah
Abstract: Guest satisfaction and guest loyalty is key to the success of the hotel but there is no consensus on the definition and measurement of these concepts. For satisfaction, this study uses the affective and cognitive approach as measured by 13 indicators. For the concept of loyalty, attitudinal approach was used and measured with 4 indicators. The study was conducted on 357 guests staying in 7 four star hotels in Jakarta. The conceptual model was tested by using PLS. Although, all valid and reliable indicators to predict satisfaction but cognitive indicators have the highest impact.
Levyda , Dwi Kartini, Faisal Afiff and Popy Rufaidah, 2015. Examine the Effect of Guest Satisfaction on Guest Loyalty at Four Star Hotel in Jakarta. International Business Management, 9: 570-573.