The Influence of Quality of Complaints Handling Services and Customer Choices on Hotel Customer Loyalty

This study aims to analyze the effect of service quality, complaint handling and customer trust on customer loyalty. In this study using primary data obtained from distributing questionnaires to 100 MeruyaFave Hotel customers. This research uses descriptive analysis and inferential analysis, and analyzed using multiple linear regression correlation analysis, the model feasibility test, and hypothesis testing. The results of this study indicate that there is a positive and significant effect on customer loyalty. The results of the multiple linear regression equation are Y = 1.190 + 0.319 X1 + 0.343 X2 + 0.295 X3. The feasibility test of the model in the R2 test shows that service quality, complaint handling and customer trust have an effect of 82.2% on customer loyalty. On the results of hypothesis testing (t test) there was a significant value on the quality of service variable of 0.005, a significant value on the complaint handling variable of 0,000, and a significant value of customer trust variables of 0.006, it can be concluded that partially the three independent variables had a positive influence and Significant to the dependent variable is the customer loyalty variable Fave Hotel Meruya.