Elevating Shariah Hotel Hospitality: Secrets to Guest Satisfaction and Loyalty in Indonesia

Authors

DOI:

https://doi.org/10.15408/etk.v23i2.38502

Keywords:

customer relationship management, company image, customer perceived value, customer satisfaction, customer loyalty

Abstract

Research Originality: This research highlights the importance of personalized services, organizational image, and effective customer relationship management (CRM) strategies aligned with Islamic principles. The research aims to distinguish shariah hospitality and deepen understanding of customer behavior in this cultural and religious context.

Research Objectives: This study examines how personalized services, company image (CI) and customer perceived value (CPV) affect guest satisfaction and loyalty in Shariah-based hotels, providing insights into customer behavior.

Research Methods: The review analyzed customer relationship management, organization picture, and perceived value as independent factors, with loyalty as the dependent variable and satisfaction as the mediator. Data came from 220 guests at Shariah hotels in Indonesia.

Empirical Results: The study found strong links between personalized services, a positive organization picture, and perceived value with guest satisfaction and loyalty in Shariah-based hotels, emphasizing the need for effective CRM, a robust brand, and high-quality service.

Implications: This research advances customer relationship management (CRM) and Customer Perceived Value (CPV) theories in Shariah hotels through personalized services, effective communication, and strong branding, guiding hotels to prioritize these strategies for customer loyalty in hospitality.

JEL Classification: L83, M31, M39

How to Cite:
Sukma, A., Divinagracia, M. R. G., Divinagracia, L. A. (2024). The Path to Guest Satisfaction: Leveraging Personalized Services and Islamic Principles in Shariah Hospitality. Etikonomi, 23(2), 449 – 464. https://doi.org/10.15408/etk.v23i1.38502.

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Author Biographies

  • Andhi Sukma, Universitas Widyatama

     

     

    Andhi Sukma is assistant professor a permanent lecturer at the Management Study Program, Faculty of Economics and Business, Widyatama University, Bandung. He is continuing his studies at the Doctoral Program in Management Science, concentrating on marketing management 2023 to present. He has published more than 40 papers in journals and international conferences. The author pursues the fields of Marketing Management, Digital Marketing, Business Management, Tourism Marketing, and Entrepreneurship Management.

    ORCID ID: 0000-0003-1926-3233

  • Maria Rochelle G Divinagracia, University of the Philippines System

     

     

    Maria Rochelle G. Divinagracia is professor in management, with 25 years in education and management across Southeast Asia, I've held leadership roles at institutions like the University of the East – Manila and Philippine Women’s University. I've directed research centers, received awards like the Most Cited Research Paper in Business from De La Salle University, and am a lifetime member of the Philippine Statistical Association. I've authored 50+ scientific papers and am a member of honor societies like Pi Lambda Theta and Gamma Sigma Delta. Additionally, I contribute to the International Advisory Committee for SR Asia Global Certification Programs.

    ORCID ID: 0009-0009-5315-9350

  • Louie A Divinagracia, University of the East

     

     

    Louie Divinagracia is Professor of Strategic Management, with 40 years of leadership spanning academia, management consulting, and technology start-ups in Indonesia and the Philippines, I've excelled in various sectors including non-profits and higher education. My expertise extends to research, project management, and finance in Southeast Asian economies. I've earned international fellowships, academic awards, and authored 50+ scientific papers, half published internationally and nationally. As a full professor at the University of the Philippines Los Baños, I've received an Outstanding Paper Award at an international conference. Additionally, I'm an eLearning Author, Licensed Agriculturist, and Fellow of the Salzburg Global Seminar.

    ORCID ID: 0009-0002-3931-9572

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Published

2024-09-16

Issue

Vol. 23 No. 2 (2024)

Section

Articles

How to Cite

Elevating Shariah Hotel Hospitality: Secrets to Guest Satisfaction and Loyalty in Indonesia. (2024). ETIKONOMI, 23(2), 449-464. https://doi.org/10.15408/etk.v23i2.38502