The effect of service recovery, complaint handling, and perceived value on customer loyalty at The Trans Resort Bali

Gordon, Tiffany (2023) The effect of service recovery, complaint handling, and perceived value on customer loyalty at The Trans Resort Bali. Bachelor thesis, Universitas Pelita Harapan.

Preview	Text (Title) Title.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (133kB) | Preview
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (460kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (905kB) | Preview
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (4MB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (4MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (439kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (683kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (3MB)

Abstract

Customer loyalty is crucial to a hotel's success as it leads to repeat business, positive word-of-mouth marketing, and a stable customer base. The research's purpose is to understand the effects of service recovery, complaint handling and perceived value on customer loyalty at Trans Resort Bali. This quantitative descriptive research was conducted on customers of Trans Resort Bali. As the data was collected by a valid and reliable questionnaire. Collected data were analysed by T test, F test, linear regression and determination tests. The coefficient of determination is 0.527. The linear regression is Y= 2.470 + 0.209X1 + 0.506 X2 + 0.181 X3. T count for service recovery is 2.011. T count of complaint handling is 5.034. The count of perceived value is 2.070. F count is 36.630. The research results service recovery has a significant effect on customer loyalty at The Trans Resort Bali. Complaint handling has a significant effect on customer loyalty at The Trans Resort Bali. Perceived value has a significant effect on customer loyalty at The Trans Resort Bali. Service recovery, complaint handling and perceived value have a significant effect on customer loyalty at The Trans Resort Bali. The hotel should conduct a proactive and empathetic service recovery strategy by promptly addressing guest concerns, offering sincere apologies, and providing tangible solutions to ensure a positive and memorable experience. The hotel should enhance complaint handling by establishing a streamlined communication process, empowering staff to resolve issues promptly, and consistently seeking feedback to proactively address and improve upon areas of guest dissatisfaction. / Loyalitas pelanggan sangat penting bagi kesuksesan sebuah hotel karena hal ini akan menghasilkan bisnis yang berulang, pemasaran dari mulut ke mulut yang positif, dan basis pelanggan yang stabil. Penelitian ini bertujuan untuk mengetahui pengaruh pemulihan layanan, penanganan keluhan dan nilai yang dirasakan terhadap loyalitas pelanggan di Trans Resort Bali. Penelitian deskriptif kuantitatif ini dilakukan pada pelanggan Trans Resrot Bali. Pengumpulan data dilakukan dengan menggunakan kuesioner yang valid dan reliabel. Data yang terkumpul dianalisis dengan uji T, uji F, regresi linier dan uji determinasi. Koefisien determinasi sebesar 0,527. Regresi liniernya adalah Y= 2,470 + 0,209X1 + 0,506 X2 + 0,181 X3. T hitung pemulihan layanan adalah 2,011. T hitung penanganan pengaduan sebesar 5.034. Hitungan nilai yang dirasakan adalah 2,070. F hitung adalah 36,630. Hasil penelitian service recovery berpengaruh signifikan terhadap loyalitas pelanggan The Trans Resort Bali. Penanganan keluhan berpengaruh signifikan terhadap loyalitas pelanggan The Trans Resort Bali. Nilai yang dirasakan berpengaruh signifikan terhadap loyalitas pelanggan di The Trans Resort Bali. Pemulihan layanan, penanganan keluhan dan nilai yang dirasakan berpengaruh signifikan terhadap loyalitas pelanggan di The Trans Resort Bali. Hotel harus melakukan strategi pemulihan layanan yang proaktif dan berempati dengan segera mengatasi kekhawatiran tamu, menawarkan permintaan maaf yang tulus, dan memberikan solusi nyata untuk memastikan pengalaman yang positif dan berkesan. Hotel harus meningkatkan penanganan keluhan dengan membangun proses komunikasi yang efisien, memberdayakan staf untuk menyelesaikan masalah dengan segera, dan secara konsisten mencari umpan balik untuk secara proaktif mengatasi dan memperbaiki area ketidakpuasan tamu.

Actions (login required)

View Item