Jajang Sugiat, Yusuf Tojiri
Analysis of Service Quality and Consumer Trust on Hotel Customer Satisfaction through Online Media
Customer satisfaction has become an important concept in the tourism and hospitality industry; however, tourists usually show different preferences based on their previous experiences. The purpose of this study was to examine the effect of service quality and customer trust on customer satisfaction either partially or simultaneously. Sample of this study consisted of 67 hotel visitors who have used hotel services more than 3 times in several hotels in one city in West Java, Indonesia. In the meantime, the data collection employed a survey approach with quantitative analysis using the Partial Least Square (PLS) method. It is known that service quality, customer trust, and customer satisfaction at several hotels in the city have been running well and that hotel customer satisfaction is influenced by better trust and service quality by optimizing social media.
Service Quality, Customer trust, Customer satisfaction, Social Media, Hospitality Industry
Cite this paper
Jajang Sugiat, Yusuf Tojiri. (2022) Analysis of Service Quality and Consumer Trust on Hotel Customer Satisfaction through Online Media. International Journal of Economics and Management Systems, 7, 44-57