Competency of Human Resources and Customer Trust on Customer Satisfaction and Its Consequence on Customer Retention in the Hospitality Industry North Sumatra
Abstract
This research was carried out by of the hospitality industry in North Sumatra. The object of this research is human resource competency, customer trust, customer satisfaction and customer retention in the North Sumatra hospitality industry. The Outcome of this study indicates that human resource competence, customer trust, customer satisfaction and customer retention in the hospitality industry in North Sumatra, Indonesia is relatively good. Human resource competency has an Consequence on customer satisfaction. Customer trust Consequences customer satisfaction. Human resource competency has a Consequence on customer retention. Customer trust has a significant Consequence on customer retention. In addition, there is a Consequence of customer satisfaction on customer retention and there are direct and indirect Consequences of human resource competence and customer confidence in customer satisfaction as well as a Consequence on customer retention of the hospitality industry in North Sumatra.
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[3] Alcouffe, S., Berland, N., Levant, Y. 2008. Actor-Networks And The Diffusion Of Management Accounting Innovations: A Comparative Study. Manag. Account. Res., 19(1): 1-17. DOI:https://doi.org/10.1016/J.Mar.2007.04.001
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[5] Churchill G. A, Ford, N. M., Walker, O. C. 1993. Sales Force Management: Planning. Implementation, Control, Pp. 329-330
[6] Du J. et al. 2010. The Role of Emotions and Relationship Quality in Service Failure and Recovery," J. Serv. Res. DOI: https://doi.org/10.1016 / S0148-2963 (00) 00114-4
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[13] Kuruba, M., Kuruba, M. 2019. Competency Management. In Role Competency Matrix
[14] Lauterborn, B. 1990. Litany New Marketing: Four Ps Passé: C-Words Take Over. Advert. Age, 61(41): 26, , DOI: https://doi.org/10.1080 / 07303084.1990.10604560
[15] Maharama, A. R., Kholis, N. 2018. The Influence Of Trust, Ease And Risk Perception On Purchasing Decisions In Gojek Services In Semarang City Mediated By Buying Interest As Intervening Variables. J. Ekon. And Business, 19(2): 203-213. DOI: https://doi.org/10.30659/ekobis.19.2.203-213
[16] Minghetti, V. 2008. Building Customer Value In The Hospitality Industry: Towards The Definition of A Customer-Centric Information System. Inf. Technol. Tour., 6(2): 141-152. DOI:https://doi.org/10.3727/109830503773048246
[17] Noh, J. 2009. The Effect of Mutual Trust on Relational Performance in Supplier-Buyer Relationships For Business Services Transactions. J. Glob. Acad. Mark Sci., 19(4): 32-43. DOI:https://doi.org/10.1080/12297119.2009.9707303
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[21] Tewal Bernhard. 2010. The influence of competitive strategies and innovation on the performance of hospitality companies in North Sulawesi. Management Application, 8(2): 464–470.
[22] Tomasini, E. 2000. High Performances. Ind. Cotoniera
[23] Veno, M., Subagio. Dh. 2013. Analysis of the effect of trust in employees, and trust in brand on consumer purchase intention at bernini furniture in surabaya, and semarang. J. Manaj. Marketers., 1(2): 12
[24] Central Bureau of Statistics.2019."Official Statistics, bps.go.id
Published
2020-09-13
How to Cite
ANWAR, Yohny; FERINE, Kiki Farida; SIHOMBING, Nikous Soter.
Competency of Human Resources and Customer Trust on Customer Satisfaction and Its Consequence on Customer Retention in the Hospitality Industry North Sumatra.
Journal of Environmental Management and Tourism, [S.l.], v. 11, n. 6, p. 1515 - 1519, sep. 2020.
ISSN 2068-7729.
Available at: <https://journals.aserspublishing.eu/jemt/article/view/5539>. Date accessed: 23 nov. 2024.
doi: https://doi.org/10.14505/jemt.11.6(46).22.
Section
Article
Copyright© 2024 The Author(s). Published by ASERS Publishing 2024. This is an open access article distributed under the terms of CC-BY 4.0 license.