Competency of Human Resources and Customer Trust on Customer Satisfaction and Its Consequence on Customer Retention in the Hospitality Industry North Sumatra

2020 ◽  
Vol 11 (6) ◽  
pp. 1515
Author(s):  
Yohny ANWAR ◽  
Kiki Farida FERINE ◽  
Nikous Soter SIHOMBING
Keyword(s):  
Customer Satisfaction ◽  
Human Resources ◽  
Human Resource ◽  
Hospitality Industry ◽  
Customer Retention ◽  
The North ◽  
Customer Trust ◽  
North Sumatra

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.

scholarly journals THE ANTECEDENT OF CUSTOMER SATISFACTION

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Relationship Management ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention.

scholarly journals The Antecedent of Customer Satisfaction and Its Impact on Customer Retention in Tourism as Hospitality Industry

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship ◽  
Global Changes ◽  
The Government ◽  
The Impact

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention. Moreover, the impact of service quality on customer satisfaction and the one of customer satisfaction on customer retention are also significant. Relying on the findings, we recommend some strategies for the government of Lampung Province, e.g. training local people to behave more friendly in welcoming domestic or international tourists, fixing all lodging facilities, creating more souvenirs with Lampung’s ornaments and developing management system adopting global changes in technology, communication and trend.

Employee loyalty in the hospitality industry and ways to develop organizational citizenship behaviour

10.12737/5367 ◽  
2014 ◽  
Vol 8 (5) ◽  
pp. 98-109
Author(s):  
Джавания Чернова ◽  
Dzhavaniya Chernova ◽  
Любовь Морозова ◽  
Lyubov Morozova ◽  
Анастасия Поправкина ◽  
...  
Keyword(s):  
Human Resources ◽  
Human Resource ◽  
Organizational Citizenship ◽  
Management System ◽  
Hospitality Industry ◽  
Employee Loyalty ◽  
Scientific Approach ◽  
Personnel Turnover

The article considers the key tasks of Human resources departments in building and maintaining executive employee loyalty in the hospitality industry. The issue of employee loyalty attracts increasing attention for a number of reasons: (1) the possibility of forecasting and preventing personnel turnover; (2) a belief that a loyal employee is more efficient than either an apathetic or an disloyal one. Human resource is one of the greatest contributors to a company’s competitive potential, it is currently regarded as a pivotal element of the management system and, therefore, requires and deserve a scientific approach.

Investigating the impact of ECRM success factors on business performance

2019 ◽  
Vol 31 (1) ◽  
pp. 105-127 ◽  
Author(s):  
Hani H. Al-Dmour ◽  
Raed Salah Algharabat ◽  
Rawan Khawaja ◽  
Rand H. Al-Dmour
Keyword(s):  
Customer Satisfaction ◽  
Commercial Banks ◽  
Business Performance ◽  
Information Quality ◽  
Success Factors ◽  
Customer Retention ◽  
System Support ◽  
Content Type ◽  
Customer Information ◽  
Customer Trust

Purpose The purpose of this paper is to develop an integrated framework to explore the influences of electronic customer relationship management (ECRM) success factors (process fit, customer information quality and system support) on customer satisfaction, customer trust and customer retention, which, in turn, impact upon the business financial performance of Jordanian commercial banks in Amman city. Design/methodology/approach Using a sample of 343 branch managers, assistant branch managers and heads of departments in Jordanian commercial banks, who answered a self-administrated questionnaire, data were collected and analysed using structural equation modelling (AMOS 17.0). Findings The results showed that the ECRM success factors (process fit, customer information quality and system support) positively affected customer satisfaction, customer trust and customer retention. Furthermore, the authors discovered that customer satisfaction and customer trust positively influenced customer retention. It was determined that customer satisfaction, customer trust and customer retention positively impact on a business’s financial performance. Originality/value Previous research lacks the link between ECRM success factors and business performance (financial and non-financial).

scholarly journals The impact of human resources management on achieving organizational uniqueness: An applied study of Shendi University-Sudan

2021 ◽  
Vol 8 (6) ◽  
pp. 16-25
Author(s):  
Malak Salih Saeed Hussein ◽  
Keyword(s):  
Resource Management ◽  
Customer Satisfaction ◽  
Human Resources ◽  
Human Resource Management ◽  
Human Resource ◽  
Significant Relationship ◽  
Human Resources Management ◽  
Resources Management ◽  
Institutional Excellence ◽  
The Impact

The main objective of this study is to answer the following questions: Is there an impact of human resources management in achieving institutional excellence? If yes, then to what extent is the ability of human resources management to raise the efficiency of the organization, customer satisfaction, and increase effectiveness within the organization? To answer these questions that revolve around the problem, the following scientific hypotheses have been put forward: There is a statistically significant relationship between human resource management and achieving organizational uniqueness. This main hypothesis has branched into several hypotheses, including that there is a statistically significant relationship between human resources management and achieving efficiency, effectiveness, and customer satisfaction within the organization. To reach the most important results, a descriptive and analytical approach was used to identify the impact of human resources management in achieving institutional uniqueness and analyzing hypotheses and testing them through the Statistical Program for Social Sciences (SPSS) through a questionnaire that was distributed to the random sample. From the study community at Shendi University, where the results were obtained, the most important of which are: The institution is working to simplify the management of its processes, procedures, and working methods, and improve the level of services provided to the client. The management must commit to implementing and completing tasks within plan and time. The institution shall maintain the security and confidentiality of the information exchanged. The study reached a set of recommendations, the most important of which are: Ensuring the creation of a sustainable future within the organization by effectively addressing the problems that exist within the organization and attention to developing institutional capabilities through managing change effectively inside and outside the organization's borders. Comparison has been made with some previous studies in human resource management, and the difference between them and this study was that this study dealt with the aspect of institutional excellence.

scholarly journals Priority technologies for the adoption of digitalised human resources management in hospitality industry

2021 ◽  
Vol 110 ◽  
pp. 02011
Author(s):  
Maksim Romanov
Keyword(s):  
Resource Management ◽  
Human Resources ◽  
Human Resource Management ◽  
Human Resource ◽  
Hospitality Industry ◽  
Human Resources Management ◽  
Resources Management ◽  
Management Efficiency ◽  
Innovative Products ◽  
Krasnodar Region

The intensification of digital transformations in human resources management involves the creation of innovative products and service solutions that can improve the management efficiency and develop the information infrastructure. The article identifies and substantiates the priority tools and technologies for the adoption of digitalised human resource management in the hospitality industry and describes the complex of HR metrics made up by the author for the key areas of personnel processes in the hospitality businesses and including the following main metrics: HR automation, HR analytics, HR marketing, smart recruitment, and e-training. The author presents the system of indicators for the evaluation of functional units of the model of digitalised human resources management in the hospitality industry and evaluates the priority tools of digitalised human resources management in terms of the hospitality industry in Moscow, St. Petersburg and the Krasnodar region.

scholarly journals Comparativo de inserción a estadías del nivel TSU en Turismo de la UTRM entre el modelo BIS y tradicional

2019 ◽  
pp. 21-30
Author(s):  
Irma GÚADARRAMA-GÓMEZ ◽  
Aralí LARIOS-CALDERÓN ◽  
Carlos Raymundo BALDERAS-ELORZA
Keyword(s):  
Comparative Analysis ◽  
Qualitative Study ◽  
Human Resources ◽  
Human Resource ◽  
Hospitality Industry ◽  
Traditional Model ◽  
Hospitality Sector

Objective: In order to follow up on the research published in 2017 regarding the insertion of TSU Tourism: Hotel Area students in the process of the professional practicum within the productive sector, a comparative analysis of the traditional modality and the Bilingual, International and Sustainable (BIS) modality was carried out to identify the contribution from the students in the formation of human resources of the institution towards the hospitality industry. Methodology: This was a qualitative study, with a descriptive scope. The results obtained from the first investigation were considered and contrasted with the results of the insertion in professional practicums of the generation of 2017 – 2019 BIS modality. The factors considered in the comparison were: socioeconomic, company and area of insertion. Contribution: The results will be a reference for the Subsystem of Technological and Polytechnic Universities that impart the BIS modality in the Tourism program. This will allow them to identify the formation of the human resource by students in the BIS modality compared to what was seen in the traditional model, within the hospitality sector.

HUMAN RESOURCE MANAGEMENT IN THE HOSPITALITY INDUSTRY

2009 ◽  
Vol 15 (1) ◽  
pp. 107-116
Author(s):  
Slobodan Ivanović ◽  
Maja Blažević
Keyword(s):  
Resource Management ◽  
Human Resources ◽  
Human Resource Management ◽  
Human Resource ◽  
Hospitality Industry ◽  
Effective Management ◽  
Material Costs ◽  
Cost Item

An enterprises human assets or, put more conventionally, its human resources tend to be one the most significant costs for most hospitality enterprises. In most hotels the payroll is the single biggest cost item, whilst in restaurants and bars it is usually second only to material costs. Furthermore, human resources are usually the first point of contact between an enterprise and its customers. The effective management of these human resources is therefore vital to the success of the enterprise.

scholarly journals The Influence of Customer Orientation on Customer Relationship in Telecom Services

2011 ◽  
Vol 3 (4) ◽  
pp. 222-227
Author(s):  
Junaid-ul-haq Junaid-ul-haq ◽  
Saqib Mehmood .
Keyword(s):  
Customer Satisfaction ◽  
Customer Orientation ◽  
Service Providers ◽  
Customer Retention ◽  
Customer Relationship ◽  
Primary Data ◽  
Negative Effect ◽  
The One ◽  
Major Factors ◽  
Customer Trust

In this study, an effort has been made to disclose the influence of customer orientation on customer retention. It has also revealed that customer orientation influences on customer satisfaction and customer trust and their ultimate effect on customer Retention. Primary data was collected through questionnaire survey.290 questionnaires were distributed out of which 219 were received and supposed for analysis purpose, 75.51% which is considered as a serious response rate of our respondents. Customer orientation has positive effect on customer satisfaction as well as on customer trust, which shows significant relationship of customer orientation on customer satisfaction and customer trust. Moreover, satisfaction and trust of customer has effect on customer retention. Satisfaction of customer has negative effect due to one or more reason, whereas, customer trust has positive and significant effect on customer retention. Customer orientated organizations earn more profit and can control customer retention. Findings of this study can also be used to control the customer retention. While customer orientation is under discussion then it has two major factors i.e. customer satisfaction and customer trust, organizations should more focus on these factors. Sometime when customer retention takes place even focusing these factors then current competitor’s strategies can also be kept in mind. This study is done in a developing country where there is a very tough competition among service providers to enhance their market share. The focus of this research is to control the switching customer, which is the one of the important problems facing by the service providers.

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