Interaksi Antara Capability Operational Drivers dan Kepuasan Inovasi Layanan: Analisis di Hotel Budget Indonesia

Abstract

This study aims to determine the interaction between capability operational drivers and service innovation satisfaction at budget hotels in Indonesia. This research is a quantitative research. Data collection method is using by questionnaires and then for data obtained were analyzed using PLS analyzed technique (Partial Least Square) through the SmartPLS application. Sample of this study is the people or students who stayed at a budget hotel in the area of Indonesia on the condition that at least one day stayed in the last six months. Based on the result of this research, it is known that the physical attributes have a significant effect on satisfaction of service innovation, attributes the employee does not have a significant effect on the satisfaction of service innovation and service attributes have no effect significant to satisfaction of service innovation. Then satisfaction service innovation has a significant impact on customer loyalty and customer loyalty as well as having a significant effect on the willingness to pay extra.