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...

Full description

Saved in:
Bibliographic Details
Main Author: Nathannia Nimeesha, Danniella
Format: Final Project
Language:Indonesia
Online Access:https://digilib.itb.ac.id/gdl/view/83471
Tags: Add Tag
No Tags, Be the first to tag this record!
Institution: Institut Teknologi Bandung
Language: Indonesia
id id-itb.:83471
spelling id-itb.:834712024-08-09T16:05:30ZTHE INFLUENCE OF SERVICE QUALITY, AMENITIES, AND VALUE ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY AT BOBOCABIN CIKOLE BANDUNG Nathannia Nimeesha, Danniella Indonesia Final Project Glamping, Hospitality Industry, Service Quality, Amenities, Perceived Value, Customer Satisfaction, Customer Loyalty INSTITUT TEKNOLOGI BANDUNG https://digilib.itb.ac.id/gdl/view/83471 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. text
institution Institut Teknologi Bandung
building Institut Teknologi Bandung Library
continent Asia
country Indonesia
Indonesia
content_provider Institut Teknologi Bandung
collection Digital ITB
language Indonesia
description 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.
format Final Project
author Nathannia Nimeesha, Danniella
spellingShingle Nathannia Nimeesha, Danniella
THE INFLUENCE OF SERVICE QUALITY, AMENITIES, AND VALUE ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY AT BOBOCABIN CIKOLE BANDUNG
author_facet Nathannia Nimeesha, Danniella
author_sort Nathannia Nimeesha, Danniella
title THE INFLUENCE OF SERVICE QUALITY, AMENITIES, AND VALUE ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY AT BOBOCABIN CIKOLE BANDUNG
title_short THE INFLUENCE OF SERVICE QUALITY, AMENITIES, AND VALUE ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY AT BOBOCABIN CIKOLE BANDUNG
title_full THE INFLUENCE OF SERVICE QUALITY, AMENITIES, AND VALUE ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY AT BOBOCABIN CIKOLE BANDUNG
title_fullStr THE INFLUENCE OF SERVICE QUALITY, AMENITIES, AND VALUE ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY AT BOBOCABIN CIKOLE BANDUNG
title_full_unstemmed THE INFLUENCE OF SERVICE QUALITY, AMENITIES, AND VALUE ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY AT BOBOCABIN CIKOLE BANDUNG
title_sort influence of service quality, amenities, and value on customer satisfaction and customer loyalty at bobocabin cikole bandung
url https://digilib.itb.ac.id/gdl/view/83471
_version_ 1822998142519345152