The Costumer Care Affects Costumer Retention Through Service Quality and Customer Satisfaction

Authors

  • La Halisu Doctoral Student in Economic Program, Universitas Negeri Makassar, 90222, Indonesia
  • Romansyah Sahabuddin Departement of Graduate Program, Universitas Negeri Makassr, 90222, Indonesia
  • Chalid Imran Musa Departement of Graduate Program, Universitas Negeri Makassr, 90222, Indonesia
  • Abdul Karim Departement of Accounting, STIE AMKOP, Makassar, 90231, Indonesia

Keywords:

Customer care, service quality, customer satisfaction, customer retention

Abstract

This study aims to: 1) examine the effect of customer care on service quality at a four-star hotel in Makassar; 2) see the effect of customer care on customer satisfaction; 3) see the effect of customer care on customer retention; 4) see the effect of customer care on customer retention through service quality: 5) see the effect of customer care on customer retention through customer satisfaction; 6) Service quality affects customer satisfaction; 7) Service quality has an effect on customer retention; 8) Service quality has an effect on customer retention through customer satisfaction and 9) Customer satisfaction has an effect on customer retention.

References

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Published

2021-07-02

How to Cite

Halisu, L. ., Sahabuddin, R. ., Musa, C. I. ., & Karim, A. . (2021). The Costumer Care Affects Costumer Retention Through Service Quality and Customer Satisfaction. International Journal of Sciences: Basic and Applied Research (IJSBAR), 59(1), 138–145. Retrieved from https://www.gssrr.org/index.php/JournalOfBasicAndApplied/article/view/12781

Issue

Vol. 59 No. 1 (2021)

Section

Articles

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