EAS Publisher | The Effect of Value and Trust Perception on Customer Satisfaction and Its Impact on Consumer Loyalty in Staying At Grand Nanggroe Hotel in Banda Aceh, Indonesia

The Effect of Value and Trust Perception on Customer Satisfaction and Its Impact on Consumer Loyalty in Staying At Grand Nanggroe Hotel in Banda Aceh, Indonesia

DOI : https://doi.org/10.36349/easmb.2020.v03i02.003

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The purpose of this study is to find out:the perceived value of customer loyalty to stay and investigate the influence of trust on customer loyalty to stay, the perceived value on customer satisfaction overnight, trust on customer satisfaction overnight, customer satisfaction on customer loyalty to stay, perceived value on consumer loyalty through overnight customer satisfaction and trust on customer loyalty through customer satisfaction staying at the Hotel.The object of this research is the perception of value, customer satisfaction and customer loyalty to stay overnight. The results of the study prove that descriptively the perception of value, trust, customer satisfaction and consumer loyaltyis positively perceived by consumers, or all variables of this study get a good response from consumers. It also indicated that perceived value and trust have a significant influence on brand loyalty staying in the hotel either directly or indirectly through moderating variable of customer satisfaction. In addition, it also confirms that there is an indirect effect of perceived value, trust in consumer loyalty through consumer satisfaction of Grand Nanggroe Hotel Banda Aceh.

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