Perception Of Service Quality, Value, AndudSatisfaction In Determining Customer Loyalty:udA Study In 5-Star Hotels In Penangud

摘要

Kepuasan pelanggan senng dianggapkan sebagai penentuan utama dalamudpenyelidikan tentang kesetiaan pelanggan. Bagaimanapun, bukti empirikaludmengenai hubungan antara kesetiaan dan kepuasan pelanggan masih kabur.udDalam penyelikan ini kesetiaan pelanggan diaplikasikan dalam sektor. perkhidmatan dengan menggunakan model ACSI (American CustomerudSatisfaction Index). Salah satu sumbangan kepada struktur persamaan model iniudialah penyelipan persepsi nilai sebagai satu faktor sampingan dalam penentuanudkesetiaan pelanggan.udIn research on customer loyalty in services, satisfaction has often beenudmentioned as an important determinant. However, empirical evidence concerningudthe relationship between loyalty and satisfaction has remained unclear. Thisudresearch develops a general service sector of customer loyalty from the model ofudACSI (American Customer Satisfaction Index). A key contribution to the structuraludequation model is the incorporation of perception of value into an integrated ofudcustomer loyalty.