Perceptions About Service Quality, Brand Image, Word Of Mouth And Repurchase Intention Of Guests Staying Budget Hotels In Airy Rooms In The City Of Semarang Indonesia
Keywords:
service quality, brand image, word of mouth and repurchase intention
Abstract
Research conducted to determine perceptions about service quality, brand image, word of mouth and repurchase intention of guests staying at a budget hotel. The method used by the survey method with population is a guest who stays at a budget hotel. The analysis used with the analysis of the frequency of respondents' answers to questions that have been provided with answers provided with answers 1 = strongly disagree, 2 = disagree, 3 = neutral, 4 = agree and 5 = agree.
References
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Aljumaa, Asaad, 2014. Investigating the Mediating Effect of Customer Satisfaction in the Service Quality–Word of Mouth relationship, International Journal of Business and Management Invention 3 : 40-44
Anggaraini, Maya, Naili Farida dan Sari Listyorini, 2015. Pengaruh Perceived Value dan Brand Image Terhadap Repurchase Intention Melalui Word Of Mouth Sebagai Variabel Intervening Smartphone Samsung Galaxy Series, Diponegoro Journal of Social and Political of Science 4,Nomor 4: 1-9
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Ayutthaya, Shanyalak Sangkatat Na, 2013. Impact Of Perceived Service On Brand Image And Repurchase Intentions Of Thai Passengers Towards Low Cost Carriers, AU Journal of Management : 46-56
Chen, Han-Sen dan Hsieh, Tsuifang, 2011. A Study of Antecedents of Customer Repurchase Behaviors in Chain Store Supermarkets. The Journal of International Management Studi 6 (3)
Chih_Hsing Sam Liu dan Tingko Lee, 2016. Service quality and price perception of service : Influence on word-of-mouth and revisit intention, Journal of Air Transport Management 52: 42-54
Cronin, J.J dan Taylor, S.A., 1992, “Measuring Service Quality: A Reexamination and Extension”, Journal of Marketing 56:55-68
Diah Yulisetiarini, Ari Subagio, Hadi Paramu dan Bambang Irawan, 2017. Customer Repurchase Intention and Satisfaction in Online Shopping, International Business Manajemen 11 (1): 215-221
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A., 2003. Customer Repurchase intention: A general structural equation model. European Journal of Marketing, 37 (11/12): 1762-1800
Ismail, Ahmed Rageh dan Gabriella Spinelli, 2012. ,Effects of brand love, personality and image on word of mouth: The case of fashion brands among young consumers, Journal of Fashion Marketing and Management: An International Journal 16(4):386-398
Johanudin Lahap, Nur Safiah Ramli, Noarslinda Mohd Said, Salleh Mohd Radzi dan Razlan Adli Zain, 2016. A Study of Brand Image towards Customer’s Satisfaction in the Malaysian Hotel Industry. Elsevier 224: 149-157
Kadang, Hendrikus dan Sukati, Inda, 2012. A Study Of Service Quality: An Empirical Investigation of Indonesian Airlines Service, South East Asian Journal of Contemporary Business, Economics and Law:101-107
Kandampully, J., & Suhartanto, D. 2000. Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Cotemporary Hospitality Management: 346-351
Kavita Srivastava & Narendra K. Sharma (2013) Service Quality, Corporate Brand Image, and Switching Behavior: The Mediating Role of Customer Satisfaction and Repurchase Intention, Services Marketing Quarterly: 274-291
Kitapcia, Olgun., Akdoganb, Ceylan dan Dortyolb, İbrahim Taylan, 2014. The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry, Procedia - Social and Behavioral Sciences: 161-169
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Muhammad Ahmad Raza, Ahmad Nabeel, Hayat M Awan dan Shahdad Syed Khuram. 2012. Relationship Between Service Quality, Perceived Value, Satisfaction and Revisit Intention Hotel Industry, IJCRB 4 (8): 788-805
Muhammad Abid Saleem, Sadf Zahra dan Asif Yaseen, 2017. Impact of Service Quality and Trust on Repurchase Intention – the Cas of Pakistan Airlane Industry. Asia Pacific Journal of Marketing and Logistics 29 (5): 1-40
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Ranjbarian, Bahram, Sanayei, Ali dan Kaboli, Majid Rashid, 2012. An Analysis of Brand Image, Perceived Quality, Customer Satisfaction and Re-purchase Intention in Iranian Department Stores, International Journal of Business and Management 7 (6): 40-48
Rahayu, Sri, 2011. Internal Customer Satisfaction and Service Quality Toward Trust and Word of Mouth, Asean Marketing journal 3 (2): 114-123
Samad, Abdul, 2014, Examining the Impact of Perceived Service Quality Dimensions on Repurchase Intentions and Word Of Mouth: A Case from Software Industry of Pakistan, IOSR Journal of Business and Management 16;37-41
Shakeri, Sara dan Alavi, Hamidreza Hosseinzadeh , 2016. Investigating The Impact of Brand Love, Brand Image, Excitement And Word of Mouth on Consumers, International Journal of Information Research and Review 03 (11): 3081-3085
Sigit Haryono, Suharyono, Achmad Fauzi D.H., dan Iman Suyadi. 2015, The effects of Service Quality on Customer Satisfaction, Customer Deliaghy, Trust, Repurchase Intention and Word of Mouth. Europian Journal of Business and Management 7 (12): 36-48
Söderlund, Magnus (2000), Customer satisfaction, word-of-mouth intentions, and repurchase intentions: An empirical exploration of the potential for timing-of-measurement effects, Paper prepared for the 29th EMAC Conference, Rotterdam.
Sugiyono, 2013. Metode Penelitian Manajemen. Bandung: Alfabeta
Supranto dan Nandan Limakrisna. 2011. Perilaku Konsumen dan Strategi Pemasaran. Jakarta: Mitra Wacana Media.
Tjiptono, Fandy, 2008. Strategi Pemasaran. Yogyakarta: Andi Offset.
Wijaya, Hendra Riki dan Astuti Sri Rahayu Tri, 2018. The Effect of Trust and Brand Image to Repurchase Intention in Online Shopping, ICE-BEES 2018 International Conference on Economics, Business and Economic Education 2018: 915-928
Aljumaa, Asaad, 2014. Investigating the Mediating Effect of Customer Satisfaction in the Service Quality–Word of Mouth relationship, International Journal of Business and Management Invention 3 : 40-44
Anggaraini, Maya, Naili Farida dan Sari Listyorini, 2015. Pengaruh Perceived Value dan Brand Image Terhadap Repurchase Intention Melalui Word Of Mouth Sebagai Variabel Intervening Smartphone Samsung Galaxy Series, Diponegoro Journal of Social and Political of Science 4,Nomor 4: 1-9
Arumsari, Ria dan Maya Ariyanti, 2017. The Effect of Electronic Word of Mouth, Brand Image, Customer Trust and Customer Satisfaction towards Repurchase Intention at PT. GO-JEK Indonesia. International Journal of Science and Research (IJSR) 6:1732-1737
Ayutthaya, Shanyalak Sangkatat Na, 2013. Impact Of Perceived Service On Brand Image And Repurchase Intentions Of Thai Passengers Towards Low Cost Carriers, AU Journal of Management : 46-56
Chen, Han-Sen dan Hsieh, Tsuifang, 2011. A Study of Antecedents of Customer Repurchase Behaviors in Chain Store Supermarkets. The Journal of International Management Studi 6 (3)
Chih_Hsing Sam Liu dan Tingko Lee, 2016. Service quality and price perception of service : Influence on word-of-mouth and revisit intention, Journal of Air Transport Management 52: 42-54
Cronin, J.J dan Taylor, S.A., 1992, “Measuring Service Quality: A Reexamination and Extension”, Journal of Marketing 56:55-68
Diah Yulisetiarini, Ari Subagio, Hadi Paramu dan Bambang Irawan, 2017. Customer Repurchase Intention and Satisfaction in Online Shopping, International Business Manajemen 11 (1): 215-221
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A., 2003. Customer Repurchase intention: A general structural equation model. European Journal of Marketing, 37 (11/12): 1762-1800
Ismail, Ahmed Rageh dan Gabriella Spinelli, 2012. ,Effects of brand love, personality and image on word of mouth: The case of fashion brands among young consumers, Journal of Fashion Marketing and Management: An International Journal 16(4):386-398
Johanudin Lahap, Nur Safiah Ramli, Noarslinda Mohd Said, Salleh Mohd Radzi dan Razlan Adli Zain, 2016. A Study of Brand Image towards Customer’s Satisfaction in the Malaysian Hotel Industry. Elsevier 224: 149-157
Kadang, Hendrikus dan Sukati, Inda, 2012. A Study Of Service Quality: An Empirical Investigation of Indonesian Airlines Service, South East Asian Journal of Contemporary Business, Economics and Law:101-107
Kandampully, J., & Suhartanto, D. 2000. Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Cotemporary Hospitality Management: 346-351
Kavita Srivastava & Narendra K. Sharma (2013) Service Quality, Corporate Brand Image, and Switching Behavior: The Mediating Role of Customer Satisfaction and Repurchase Intention, Services Marketing Quarterly: 274-291
Kitapcia, Olgun., Akdoganb, Ceylan dan Dortyolb, İbrahim Taylan, 2014. The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry, Procedia - Social and Behavioral Sciences: 161-169
Kotler, Philip dan Lane Keller, Kevin. 2016, Manajemen Pemasaran, Edisi Kelima Belas. Jakarta: Erlangga.
Muhammad Ahmad Raza, Ahmad Nabeel, Hayat M Awan dan Shahdad Syed Khuram. 2012. Relationship Between Service Quality, Perceived Value, Satisfaction and Revisit Intention Hotel Industry, IJCRB 4 (8): 788-805
Muhammad Abid Saleem, Sadf Zahra dan Asif Yaseen, 2017. Impact of Service Quality and Trust on Repurchase Intention – the Cas of Pakistan Airlane Industry. Asia Pacific Journal of Marketing and Logistics 29 (5): 1-40
Parasuraman A.,dan Valarie A. Zeithaml, Leonard L. Berry, 1985. A Conceptual Model of Service Quality and Its Implications for Future Research The Journal of Marketing 49: 41-50
Ranjbarian, Bahram, Sanayei, Ali dan Kaboli, Majid Rashid, 2012. An Analysis of Brand Image, Perceived Quality, Customer Satisfaction and Re-purchase Intention in Iranian Department Stores, International Journal of Business and Management 7 (6): 40-48
Rahayu, Sri, 2011. Internal Customer Satisfaction and Service Quality Toward Trust and Word of Mouth, Asean Marketing journal 3 (2): 114-123
Samad, Abdul, 2014, Examining the Impact of Perceived Service Quality Dimensions on Repurchase Intentions and Word Of Mouth: A Case from Software Industry of Pakistan, IOSR Journal of Business and Management 16;37-41
Shakeri, Sara dan Alavi, Hamidreza Hosseinzadeh , 2016. Investigating The Impact of Brand Love, Brand Image, Excitement And Word of Mouth on Consumers, International Journal of Information Research and Review 03 (11): 3081-3085
Sigit Haryono, Suharyono, Achmad Fauzi D.H., dan Iman Suyadi. 2015, The effects of Service Quality on Customer Satisfaction, Customer Deliaghy, Trust, Repurchase Intention and Word of Mouth. Europian Journal of Business and Management 7 (12): 36-48
Söderlund, Magnus (2000), Customer satisfaction, word-of-mouth intentions, and repurchase intentions: An empirical exploration of the potential for timing-of-measurement effects, Paper prepared for the 29th EMAC Conference, Rotterdam.
Sugiyono, 2013. Metode Penelitian Manajemen. Bandung: Alfabeta
Supranto dan Nandan Limakrisna. 2011. Perilaku Konsumen dan Strategi Pemasaran. Jakarta: Mitra Wacana Media.
Tjiptono, Fandy, 2008. Strategi Pemasaran. Yogyakarta: Andi Offset.
Wijaya, Hendra Riki dan Astuti Sri Rahayu Tri, 2018. The Effect of Trust and Brand Image to Repurchase Intention in Online Shopping, ICE-BEES 2018 International Conference on Economics, Business and Economic Education 2018: 915-928
Published
2019-09-11
How to Cite
Prabowo, H. (2019). Perceptions About Service Quality, Brand Image, Word Of Mouth And Repurchase Intention Of Guests Staying Budget Hotels In Airy Rooms In The City Of Semarang Indonesia. IJO -International Journal of Business Management ( ISSN 2811-2504 ), 2(08), 01-15. Retrieved from https://www.ijojournals.com/index.php/bm/article/view/204
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