THE INFLUENCE OF SERVICE QUALITY, AMENITIES, AND VALUE ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY AT BOBOCABIN CIKOLE BANDUNG
Although Indonesia's hotel industries have made an outstanding recovery, the developing glamping sector has specific challenges, including inadequate infrastructure and limited access to glamping locations, which hinder exceptional customer experience. This study aims to address this issue by e...
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| Format: | Final Project |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/83471 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Although Indonesia's hotel industries have made an outstanding recovery, the developing glamping sector has specific challenges, including inadequate infrastructure and limited access to glamping locations, which hinder exceptional customer experience. This study aims to address this issue by examining the impact of service quality, facilities, and value on customer satisfaction and loyalty at Bobocabin Cikole Bandung. The study utilizes a quantitative, collecting data from an online questionnaire of 200 customers who have stayed at Bobocabin Cikole between June 2023 and June 2024. The analysis, using PLS-SEM, indicate that service quality does not significantly impact customer satisfaction or loyalty. However, amenities and value have a significant impact. Customer satisfaction mediates the relationship between amenities, value, and loyalty, but not between service quality and loyalty. Glamping operators should improve amenities, value, and unique experiences to enhance customer satisfaction and loyalty. Further research should examine various glamping types, larger samples, and reasons for service quality’s limited impact. This study contributes to the understanding of customer experience in the glamping context and offers actionable recommendations for improving customer satisfaction and loyalty in Indonesian glamping operations. |
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