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Understanding Service Differences across Hotel Brand of Origin
Proceeding from JBPTPPOLBAN / 2018-01-08 13:15:21
Oleh : Dwi Suhartanto (dwi.suhartanto@polban.ac.id)
Dibuat : 2018-01-08, dengan 1 file
Keyword : Brand of Origin, Brand Loyalty, Customer Satisfaction, Perceived Value, Service Quality, Brand Image
This study reports an assessment of perceived service differences based on brand of origin (international and domestic brands) in the hotel industry context. This study endeavours to extend recent advances in services marketing theory on service evaluation constructs: service quality, customer satisfaction, perceived value, brand image, and brand loyalty to the international and domestic brand level of analysis. The results, drawn from sample four-star hotels, show that international hotel guests perceived better on all constructs tested compared to that of domestic hotel guests. This finding indicates that customers' loyalty behaviour in four-star hotels tends to be driven by economical and rational consideration, rather than by culture, ethnocentrism, or a nationalism factor.
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| Properti | Nilai Properti |
|---|---|
| ID Publisher | JBPTPPOLBAN |
| Organisasi | |
| Nama Kontak | Erlin Arvelina |
| Alamat | Jl. Trsn. Gegerkalong Hilir Ds. Ciwaruga |
| Kota | Bandung |
| Daerah | Jawa Barat |
| Negara | Indonesia |
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| Fax | 022 201 3889 |
| E-mail Administrator | erlin.arvelina@polban.ac.id |
| E-mail CKO | erlin.arvelina@polban.ac.id |
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