Business, Management and Accounting
5 years ago

High Service Quality at Dewarna Hotel Boosts Customer Loyalty

Journal of Relationship Marketing
The Mediating Role of Relationship Marketing between Service Quality and Customer Loyalty
I Wayan Jaman Adi Putra, Dessy Pramita Putri

Paper Summary

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The study looked at how service quality, relationship marketing, and customer loyalty are connected at Dewarna Hotel in Malang. They found that customers there think the service quality, loyalty, and relationship marketing are good. Also, good service quality leads to better relationship marketing. And, good service quality directly and indirectly makes customers more loyal through relationship marketing.