Title:
THE IMPACT OF SERVICE QUALITY ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS A MEDIATION VARIABLE IN HORISON ULTIMA HOTEL PALEMBANG

Authors:
Revie Marisky*, Zakaria Wahab, Marlina Widiyanti, and Isnurhadi ,Indonesia

Abstract:
This study aims (1) to determine the effect of service quality on consumer satisfaction, (2) to know the effect of customer satisfaction on consumer loyalty, (3) to know the effect of service quality on consumer loyalty, (4) to determine the effect of mediating customer satisfaction on influence quality of service to consumer loyalty at the Palembang Horison Ultima Hotel. The population in this study were consumers of the Horison Ultima Palembang Hotel with a purposive sampling method sampling with 200 respondents. data collection techniques using a questionnaire. data analysis using path analysis. from this study it can be concluded that (1) service quality affects consumer satisfaction, (2) service quality affects consumer loyalty, (3) consumer satisfaction influences consumer loyalty, and (4) customer satisfaction can mediate the effect of service quality on consumer loyalty at the hotel horsion ultima palembang