The Influence of Sharia Compliance and Customer Experience on Satisfaction and Loyalty of Muslim Tourist who Visited Sharia Hotel

DOI

10.2991/iconies-18.2019.11How to use a DOI?

Keywords

sharia compliance, customer experience, satisfaction, loyalty, and sharia hotel.

Abstract

Halal tourism is one of the sectors in Islamic Economy which has a significant development. In this case, sharia hotel is an inseparable part of the halal tourism sector. In Indonesia, the implementation of halal tourism is still being addressed. However, the quantity of sharia accommodation available in Indonesia is relatively small compared to the number of regular accommodation. Thus, the development of sharia hotels or hotels that are friendly to Muslim tourists need to be done more intensively and massively. The development of the hotel can be done by implementing some strategies, among which are business and marketing strategies that focus on the approach of consumers or tourists. This research aims to analyze the influence of sharia compliance and customer experience which are helpfulness, value for time, customer recognition, promise fulfillment, problem solving, personalization, competence, accessibility on satisfaction and loyalty of Muslim tourists who visited the sharia hotels. The population of the research is Muslim tourists who stay at sharia hotels in Lombok, Indonesia, while the number of samples used are 205 respondents. Data analysis method used is Structural Equation Modeling (SEM). The results of the research shows that sharia compliance, helpfulness, customer recognition, promise fulfillment, personalization have significant influence on satisfaction, and satisfaction is proved to influence the loyalty of Muslim tourists who visited sharia hotels.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Muhamad Nur Alam
AU  - Mohamad Soleh Nurzaman
AU  - Fahadil Amin Al Hasan
PY  - 2019/10
DA  - 2019/10
TI  - The Influence of Sharia Compliance and Customer Experience on Satisfaction and Loyalty of Muslim Tourist who Visited Sharia Hotel
BT  - Proceedings of the 2018 International Conference on Islamic Economics and Business (ICONIES 2018)
PB  - Atlantis Press
SP  - 57
EP  - 63
SN  - 2352-5428
UR  - https://doi.org/10.2991/iconies-18.2019.11
DO  - 10.2991/iconies-18.2019.11
ID  - Alam2019/10
ER  -