PENGARUH PAYMENT EQUITY, KEPUASAN KONSUMEN, KOMITMEN KARYAWAN TERHADAP RETENSI PELANGGAN PADA HOTEL SINTESA PENINSULA

Abstract

The research was conducted to find out whether payment equity, customer satisfaction and employee commitment had an effect on customer retention of Sintesa Peninsula Hotel. The research was conducted at Hotel Sintesa Peninsula Manado. This research was conducted for two months ie September to October 2012. The population of this study is the number of guests staying at Sintesa Peninsula Hotel Manado during the period January 2012 - October 2012. Sampling using random sampling method as many as 20 people. This research uses Structural Equation Modeling (SEM) method. The results of this research are 1) that the variable payment equity (X1) has a significant effect on customer retention (Y). 2) Based on the results of the research, it was found that customer satisfaction variable (X2) had a significant effect on customer retention (Y). It can also be seen from the probability level of 0.000 (0%) which is below 5%. 3) Based on the results of the study it was found that the commitment variable (X3) had a significant effect on customer retention (Y). Based on the analysis and discussion then the authors provide suggestions as follows for hospitality services company in this case Sintesa Peninsula Hotel Manado must improve the quality of facilities and quality of service so that in accordance with the price offered run and keep the commitment of employees well to retain customers. For advanced researchers, it is advisable to examine other variables that affect customer retention in the field of hospitality in more detail that has not been studied in this study.

Keywords: payment equity, customer satisfaction and employee commitment, retention.