CAN RELATIONSHIP BENEFITS MAKE CUSTOMERS COMMITTED AND LOYAL?
Tough competition has pushed four-star hotels in Surabaya to manage their competitive strategies. One of them is by providing relational benefits to maintain customer commitment and loyalty. This study is to reveal the impact of relationship benefits on customer loyalty with customer commitment as a...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Petra Christian University
2019-09-01
|
| Series: | Jurnal Manajemen dan Wirausaha |
| Subjects: | |
| Online Access: | http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/22221 |
| _version_ | 1818175528413167616 |
|---|---|
| author | Fransisca Andreani Laurencia Jap Ivana Karina Hosea |
| author_facet | Fransisca Andreani Laurencia Jap Ivana Karina Hosea |
| author_sort | Fransisca Andreani |
| collection | DOAJ |
| description | Tough competition has pushed four-star hotels in Surabaya to manage their competitive strategies. One of them is by providing relational benefits to maintain customer commitment and loyalty. This study is to reveal the impact of relationship benefits on customer loyalty with customer commitment as a mediating variable in four-star hotels in Surabaya. Partial Least Square (PLS) is used to analyze data. It is found that relationship benefits (confidence, social and special treatment benefits) have influenced customer loyalty with commitment as the mediating variable. The results show that relationship benefits have positive and significant impacts to customer commitment; and customer commitment also has positive and significant impact to customer loyalty. |
| first_indexed | 2024-12-11T20:01:44Z |
| format | Article |
| id | doaj.art-e25492a0d9a1449dab9188a2174db847 |
| institution | Directory Open Access Journal |
| issn | 1411-1438 |
| language | English |
| last_indexed | 2024-12-11T20:01:44Z |
| publishDate | 2019-09-01 |
| publisher | Petra Christian University |
| record_format | Article |
| series | Jurnal Manajemen dan Wirausaha |
| spelling | doaj.art-e25492a0d9a1449dab9188a2174db8472022-12-22T00:52:30ZengPetra Christian UniversityJurnal Manajemen dan Wirausaha1411-14382019-09-0121214515310.9744/jmk.21.2.145-15319602CAN RELATIONSHIP BENEFITS MAKE CUSTOMERS COMMITTED AND LOYAL?Fransisca Andreani0Laurencia Jap1Ivana Karina Hosea2Hotel Management Program, Petra Christian University, Jl. Siwalankerto 121-131, Surabaya 60236, IndonesiaPetra Christian UniversityPetra Christian UniversityTough competition has pushed four-star hotels in Surabaya to manage their competitive strategies. One of them is by providing relational benefits to maintain customer commitment and loyalty. This study is to reveal the impact of relationship benefits on customer loyalty with customer commitment as a mediating variable in four-star hotels in Surabaya. Partial Least Square (PLS) is used to analyze data. It is found that relationship benefits (confidence, social and special treatment benefits) have influenced customer loyalty with commitment as the mediating variable. The results show that relationship benefits have positive and significant impacts to customer commitment; and customer commitment also has positive and significant impact to customer loyalty.http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/22221relationship benefits, customer commitment, customer loyalty. |
| spellingShingle | Fransisca Andreani Laurencia Jap Ivana Karina Hosea CAN RELATIONSHIP BENEFITS MAKE CUSTOMERS COMMITTED AND LOYAL? Jurnal Manajemen dan Wirausaha relationship benefits, customer commitment, customer loyalty. |
| title | CAN RELATIONSHIP BENEFITS MAKE CUSTOMERS COMMITTED AND LOYAL? |
| title_full | CAN RELATIONSHIP BENEFITS MAKE CUSTOMERS COMMITTED AND LOYAL? |
| title_fullStr | CAN RELATIONSHIP BENEFITS MAKE CUSTOMERS COMMITTED AND LOYAL? |
| title_full_unstemmed | CAN RELATIONSHIP BENEFITS MAKE CUSTOMERS COMMITTED AND LOYAL? |
| title_short | CAN RELATIONSHIP BENEFITS MAKE CUSTOMERS COMMITTED AND LOYAL? |
| title_sort | can relationship benefits make customers committed and loyal |
| topic | relationship benefits, customer commitment, customer loyalty. |
| url | http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/22221 |
| work_keys_str_mv | AT fransiscaandreani canrelationshipbenefitsmakecustomerscommittedandloyal AT laurenciajap canrelationshipbenefitsmakecustomerscommittedandloyal AT ivanakarinahosea canrelationshipbenefitsmakecustomerscommittedandloyal |