The Analysis Of Services Quality, Facilities And Infrastructure, And Their Effect On Consumer Loyalty In The New Normal (Case Study: Hospitality Industry In Banda Aceh)
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Published:
Nov 22, 2021
Keywords:
Service quality; Facilities and infrastructure; Consumer Loyalty
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Computer Science
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Abstract
The purpose of this study is to analyze: (1) service quality, (2) facilities and infrastructure, (3) consumer satisfaction, and (4) its impact on consumer loyalty in the New Normal in Banda Aceh. The data collection method is a simple random sampling technique, with data analysis using path analysis. The samples are 120 respondents. The results of the analysis show that there is the direct influence of service quality (0.617) and facilities and infrastructure on consumer loyalty (0.372); the acquisition value is higher than the indirect effect of service quality on consumer loyalty with purchasing decisions as an intervening variable (0.026) and facilities and infrastructure on consumer loyalty with customer satisfaction as an intervening variable (0.010). The structural equations in this study are: Consumer satisfaction = 0.745 Service Quality + 0.281 facilities and infrastructure. Consumer loyalty = 0.035 Consumer satisfaction + 0.617 Quality of service + 0.372 facilities and infrastructure. From the results of the study, all variables show a very significant effect on consumer loyalty except for the variable of customer satisfaction on customer loyalty which was not significant. It means that every customer satisfaction will not necessarily lead to consumer loyalty.
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Akbar, I. and Ricky Ariansyah (2021) “The Analysis Of Services Quality, Facilities And Infrastructure, And Their Effect On Consumer Loyalty In The New Normal (Case Study: Hospitality Industry In Banda Aceh)”, Jurnal Mantik, 5(3), pp. 1951-1962. Available at: https://iocscience.org/ejournal/index.php/mantik/article/view/1810 (Accessed: 2May2026).
References
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20. Rukayat, Y., 2018. Kualitas Pelayanan Publik Bidang Administrasi Kependudukan Di Kecamatan Pasirjambu. Jurnal Ilmiah Magister Administrasi, 11(2).
21. Santoso, E.B. and Samboro, J., 2017. Pengaruh Promosi Penjualan dan Inovasi Produk Terhadap Kepuasan konsumen Dan Dampaknya Terhadap Loyalitas Pelanggan. Adbis: Jurnal Administrasi dan Bisnis, 11(1), pp.1-8.
22. Setiyawan, A.D. and Kusbandono, H., 2018. Sarana Dan Prasarana Pendukung Industri MICE (Studi Kasus: Di Madiun, Provinsi Jawa Timur). Epicheirisi: Jurnal Manajemen, Administrasi, Pemasaran dan Kesekretariatan, 2(1), pp.1-6.
23. Simamora, P., 2018. Studi Kepuasan konsumen Konsumen Berdasarkan Loyalitas Merek. JIMFE (Jurnal Ilmiah Manajemen Fakultas Ekonomi), 2(1), pp.24-36.
24. Sufi, T. and Shojaie, N., 2018. A hotel classification framework for quality service. In Quality Services and Experiences in Hospitality and Tourism. Emerald Publishing Limited.
25. Wibowo, R.A., 2019. Manajemen Pemasaran. Radna Andi Wibowo.
26. Widyawati, N., 2018. Pengaruh Kepercayaan dan Komitmen serta bauran Pemasaran Jasa Terhadap Loyalitas Konsumen Di Hotel Zakiah Medan. EKUITAS (Jurnal Ekonomi dan Keuangan), 12(1), pp.74-96.
27. Wirawan, P.E., Pujiastuti, S. and Astuti, N.N.S., 2020. Strategi Bertahan Hotel di Bali Saat Pandemi Covid-19. Jurnal Kajian Bali (Journal of Bali Studies), 10(2), pp.579-602.
28. Yfantidou, G., Spyridopoulou, E., Chatzigeorgiou, T. and Malliou, P., 2019. Hotel innovation and the creation of competitive advantage. In Smart Tourism as a Driver for Culture and Sustainability (pp. 135-144). Springer, Cham.
29. Yuen, K.F., Wang, X., Ng, L.T.W. and Wong, Y.D., 2018. An investigation of customers’ intention to use self-collection services for last-mile delivery. Transport Policy, 66, pp.1-8.
2. Amri, K., 2013. Faktor-Faktor Yang Mempengaruhi Loyalitas Konsumen Surat Kabar Harian Serambi Indonesia di Kota Banda Aceh. Jurnal Ekonomi Manajemen dan Bisnis, 1(2), pp.229-242.
3. Anggayani, N.W. and Osin, R.F., 2018. Pengaruh Service Performance Terhadap Nilai Sekolah Kepuasan Dan Loyalitas Pelajar Pada Smk Pariwisata Triatma Jaya Tabanan. Jurnal Manajemen Pelayanan Hotel, 1(1), pp.28-35.
4. Buhalis, D. and Sinarta, Y., 2019. Real-time co-creation and nowness service: lessons from tourism and hospitality. Journal of Travel & Tourism Marketing, 36(5), pp.563-582.
5. Chang, Y.W., Hsu, P.Y. and Lan, Y.C., 2019. Cooperation and competition between online travel agencies and hotels. Tourism Management, 71, pp.187-196.
6. Farooq, M.S., Salam, M., Fayolle, A., Jaafar, N. and Ayupp, K., 2018. Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67, pp.169-180.
7. Foedjiawati, F. and Samuel, H., 2005. Pengaruh Kepuasan Konsumen Terhadap Kesetian Merek (Studi Kasus Restoran The Prime Steak & Ribs Surabaya). Jurnal Manajemen dan Kewirausahaan, 7(1), pp.74-82.
8. Hu, N., Zhang, T., Gao, B. and Bose, I., 2019. What do hotel customers complain about? Text analysis using structural topic model. Tourism Management, 72, pp.417-426.
9. Indrawan, R., 2017. Pengaruh Kualitas Layanan Dan Sarana dan prasarana Terhadap Niat Beli Kembali Jasa Sewa Kendaraan Perusahaan di PT. Adi Sarana Armada TBK.(ASSA RENT) Cabang Bandung (Doctoral dissertation, Tesis Program Magister Management Universitas Widyatama Bandung).
10. Kotler, P. and Armstrong, G., 2001. Marketing: edición para Latinoamérica. Pearson Educación.
11. Lee, S.Y., 2017. Service quality of sports centers and customer loyalty. Asia Pacific Journal of Marketing and Logistics.
12. Mailensun, R.H. and Bangun, A.H., 2019. Pengaruh Citra Toko dan Kepuasan Konsumen terhadap Keputusan Membeli Produk Private Label di Minimarket (Studi Kasus: Indomaret dan Alfamart di Jabodetabek). Jurnal Kewirausahaan, Akuntansi dan Manajemen TRI BISNIS, 1(1), pp.60-69.
13. Manullang, A. and Purnamasari, A.S., 2019. Pengaruh Disiplin Kerja dan Sarana Prasarana Terhadap Kinerja Pramugolf pada Rancamaya Golf & Country Club Bogor. Jurnal Ilmiah Binaniaga, 11(2), pp.13-24.
14. Nawawi, M.T. and Puspitowati, I., 2017. Pengaruh kualitas pelayanan dan fasilitas perpustakaan sebagai prediktor terhadap kepuasan civitas akademika Fakultas Ekonomi Universitas Tarumanagara Di Jakarta. Jurnal Ekonomi, 20(2), pp.320-334.
15. Nicola, M., Alsafi, Z., Sohrabi, C., Kerwan, A., Al-Jabir, A., Iosifidis, C., Agha, M. and Agha, R., 2020. The socio-economic implications of the coronavirus pandemic (COVID-19): A review. International journal of surgery (London, England), 78, p.185.
16. Nunkoo, R., Teeroovengadum, V., Ringle, C.M. and Sunnassee, V., 2019. Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, p.102414.
17. Ravishankar, B. and Christopher, P.B., 2020. Impact Of Innovative Services On Customer Satisfaction And Enhancing Tourism: Airline And Hotel Services From Tourist Perspective. Journal of Critical Reviews, 7(11), pp.705-711.
18. Reksiana, R., 2018. Diskursus Terminologi Model, Pendekatan, Strategi, Dan Metode Pembelajaran PAI. Jurnal Pendidikan Agama Islam, 15(2), pp.199-225.
19. Rizal, S., 2019. Faktor-Faktor yang mempengaruhi Kepuasan Konsumen dan Kaitannya Dengan Kesetiaan Merek pada Produk Kesehatan K-Link di Kota Banda Aceh. Jurnal EMT KITA, 3(2), pp.85-93.
20. Rukayat, Y., 2018. Kualitas Pelayanan Publik Bidang Administrasi Kependudukan Di Kecamatan Pasirjambu. Jurnal Ilmiah Magister Administrasi, 11(2).
21. Santoso, E.B. and Samboro, J., 2017. Pengaruh Promosi Penjualan dan Inovasi Produk Terhadap Kepuasan konsumen Dan Dampaknya Terhadap Loyalitas Pelanggan. Adbis: Jurnal Administrasi dan Bisnis, 11(1), pp.1-8.
22. Setiyawan, A.D. and Kusbandono, H., 2018. Sarana Dan Prasarana Pendukung Industri MICE (Studi Kasus: Di Madiun, Provinsi Jawa Timur). Epicheirisi: Jurnal Manajemen, Administrasi, Pemasaran dan Kesekretariatan, 2(1), pp.1-6.
23. Simamora, P., 2018. Studi Kepuasan konsumen Konsumen Berdasarkan Loyalitas Merek. JIMFE (Jurnal Ilmiah Manajemen Fakultas Ekonomi), 2(1), pp.24-36.
24. Sufi, T. and Shojaie, N., 2018. A hotel classification framework for quality service. In Quality Services and Experiences in Hospitality and Tourism. Emerald Publishing Limited.
25. Wibowo, R.A., 2019. Manajemen Pemasaran. Radna Andi Wibowo.
26. Widyawati, N., 2018. Pengaruh Kepercayaan dan Komitmen serta bauran Pemasaran Jasa Terhadap Loyalitas Konsumen Di Hotel Zakiah Medan. EKUITAS (Jurnal Ekonomi dan Keuangan), 12(1), pp.74-96.
27. Wirawan, P.E., Pujiastuti, S. and Astuti, N.N.S., 2020. Strategi Bertahan Hotel di Bali Saat Pandemi Covid-19. Jurnal Kajian Bali (Journal of Bali Studies), 10(2), pp.579-602.
28. Yfantidou, G., Spyridopoulou, E., Chatzigeorgiou, T. and Malliou, P., 2019. Hotel innovation and the creation of competitive advantage. In Smart Tourism as a Driver for Culture and Sustainability (pp. 135-144). Springer, Cham.
29. Yuen, K.F., Wang, X., Ng, L.T.W. and Wong, Y.D., 2018. An investigation of customers’ intention to use self-collection services for last-mile delivery. Transport Policy, 66, pp.1-8.
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