GINANJAR MAHENDRIYA (TP052513)
EFFECT OF EMPLOYEE ENGAGEMENT PERCEIVED BY CUSTOMER ON CUSTOMER LOYALTY IN HOSPITALITY INDUSTRY IN SEMARANG, INDONESIA / GINANJAR MAHENDRIYA. - Kuala Lumpur : Asia Pacific University, 2019. - 88 pages : illustrations ; 30 cm.
A thesis submitted in fulfilment of the requirement for the award of the degree of Master of Business Administration (UCMF1808MBA).
This study is carried out to highlight further the value of customer loyalty within hospitality industry especially in non-starred hotel or accommodation. To observe and examine whether factors of employee engagement perceived by customer which in terms of employee responsiveness, assurance, empathy and employee personal factor, have influence towards customer loyalty that the relationship itself also will be moderated based on the gender of customer. Data sample collection obtained through questionnaire method of survey that comprised by the sample size of 160 respondents who are the customer or guests of the non- starred or accommodation in Semarang, Indonesia. SPSS statistical software has been used to analyze the collected data from respondents which processed further with statistical analysis methods of descriptive analysis, correlation analysis and multiple linear regression analysis to obtain better understanding on the variables within the customer perceived employee engagement and customer loyalty relationship. The findings show that employee responsiveness, assurance and empathy do significantly affect the loyalty of female customer within hospitality industry of non-starred hotel or accommodation, and thus employee engagement perceived by customer is positively affecting the customer loyalty. The findings of the study hopefully can contribute to support new knowledge in hospitality industry which can also be useful for marketing development and business strategy.
Management--Employee participation.
Customer loyalty--Indonesia.
Organisational effectiveness.
PM-31-96
EFFECT OF EMPLOYEE ENGAGEMENT PERCEIVED BY CUSTOMER ON CUSTOMER LOYALTY IN HOSPITALITY INDUSTRY IN SEMARANG, INDONESIA / GINANJAR MAHENDRIYA. - Kuala Lumpur : Asia Pacific University, 2019. - 88 pages : illustrations ; 30 cm.
A thesis submitted in fulfilment of the requirement for the award of the degree of Master of Business Administration (UCMF1808MBA).
This study is carried out to highlight further the value of customer loyalty within hospitality industry especially in non-starred hotel or accommodation. To observe and examine whether factors of employee engagement perceived by customer which in terms of employee responsiveness, assurance, empathy and employee personal factor, have influence towards customer loyalty that the relationship itself also will be moderated based on the gender of customer. Data sample collection obtained through questionnaire method of survey that comprised by the sample size of 160 respondents who are the customer or guests of the non- starred or accommodation in Semarang, Indonesia. SPSS statistical software has been used to analyze the collected data from respondents which processed further with statistical analysis methods of descriptive analysis, correlation analysis and multiple linear regression analysis to obtain better understanding on the variables within the customer perceived employee engagement and customer loyalty relationship. The findings show that employee responsiveness, assurance and empathy do significantly affect the loyalty of female customer within hospitality industry of non-starred hotel or accommodation, and thus employee engagement perceived by customer is positively affecting the customer loyalty. The findings of the study hopefully can contribute to support new knowledge in hospitality industry which can also be useful for marketing development and business strategy.
Management--Employee participation.
Customer loyalty--Indonesia.
Organisational effectiveness.
PM-31-96