THE RELATIONSHIP OF INTERNAL MARKETING TO SERVICE QUALITY WITH THE MEDIATION OF EMPLOYEE JOB SATISFACTION AT PURI SARON HOTEL SEMINYAK INDONESIA

Karta, Ni Luh Putu Agustini (2023) THE RELATIONSHIP OF INTERNAL MARKETING TO SERVICE QUALITY WITH THE MEDIATION OF EMPLOYEE JOB SATISFACTION AT PURI SARON HOTEL SEMINYAK INDONESIA. https://www.ijmer.in/, 12 (5(1)). pp. 148-160. ISSN 2277-7881

Text (Article journal) Internal Marketing Serv Qual Employee Satisfaction at Saron Seminyak.pdf Download (1MB)

Abstract

The purpose of this research was to analyze the relationship between job satisfaction to service quality with the the mediation
of employee job satisfaction at Puri Saron Seminyak Hotel Bali. This quantitative research was conducted by distributing
questionnaires to 74 hotel employees who met the accidental sampling criteria. Path analysis technique was conducted to
analyze the relationship between variable X1 (Internal Marketing) to Y2 (Service Quality) with mediating variable Y1 (Job
Satisfaction). The findings of this study are that internal marketing has a high effect on job satisfaction and service quality,
but job satisfaction does not act as a mediating variable that strengthens the relationship. This research implies that this
improvement in service quality will directly minimize customer complaints and improve hotel performance and the image
of Puri Saron Hotel. Service provided wholeheartedly, sincerely, and pleasantly is a strong reason for customers to come
back. Customer loyalty will ensure the sustainability of Puri Saron Hotel.
Keywords: Internal Marketing, Job Satisfaction, Service Quality

Item Type:	Article
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Faculty of Law, Arts and Social Sciences > School of Management
Depositing User:	Dr. Agustini Karta
Date Deposited:	15 Jan 2024 02:08
Last Modified:	15 Jan 2024 02:08
URI:	http://eprints.triatmamulya.ac.id/id/eprint/2087

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