Customer loyalty in Jakarta hotel industry: role of customer satisfaction and image
To identify whether customer satisfaction affects customer loyalty or image of thernhotel affect customer loyalty or both customer satisfaction and image of the hotelrnaffect customer loyalty, this research included a literature review and series ofrnquestionnaire survey of 100 guests who stays in Gran Mahakam Hotel, Grand HyattrnHotel and Hotel Mulia. The aim of this study is to identify if there is a relationshiprnbetween customer loyalty with customer satisfaction and image of the hotel.rnFrom this research found that the entire variables in the customer satisfaction andrnhotel image, which is: housekeeping, food and beverage, receptionist, recreational andrnprice are influential towards the loyalty of the guest. Both variables in hotel imagernand customer satisfaction jointly affect the customer loyalty variable.
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