Amperwati, Endang Dwi (2020) Optimalisasi Reputasi Perusahaan Melalui Kinerja Layanan Hotel Di Industri Hospitalitas. Selaras Media Krasindo, Malang. ISBN ISBN: 978-623-6980-02-6

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Abstract

This study aims to analyze the influence of MCSQ, COSE, and
Customer Value on hotel reputation through service performance.
The research approach is a causality study to determine the effect of
exogenous variables on endogenous variables and mediating
variables. The research was conducted at a 4 star hotel in Bandung.
The population in this study were hotel consumers who stayed at
least 1 day 1 night. Sampling using simple random sampling
method, determining the number of samples using the Slovin
formula and obtained as many as 189 respondents. The data
analysis technique uses a structural equation model.
The results of the analysis show that service performance
mediates the influence of MCSQ, COSE and customer value on hotel
reputation, meaning that in the four-star hotel industry in Bandung,
the role of service performance is an important strategy, this is
determined by management commitment in service quality
(MSCQ), customer orientation in staff service (COSE), and Customer
Value offered as a hotel advantage to build the hotel's reputation as
a trusted hotel with an identity. The originality of this study is to add
the service performance variable as a mediating variable, which has
not been found in previous studies.

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