E - Conference Universitas Merdeka Malang, International Conference on Hospitality and Tourism Studies (ICONHOSTS) 2021

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An Exploration Of Trust : Star Hotel Customer Perspective
Tineke Wolok

Last modified: 2022-01-09


This research aim is exploring star hotel trust from the customer's perspective. Appropriate measures are identified and a postal survey is undertaken among 250 were distributed randomly to hotel guests. The measurement of customer trust items based on Kim et al., (2006) consisted of six items. The data collected from the survey were analyzed statistically using Statistical (SPSS) 20.0. Descriptive statistics (i.e., frequency distributions, means and standard deviations) were obtained from data collected by questionnaire and the result show that of customer trust dimension, means for the dimensions were found as 3,86; 4,55 and 3,75. Ability, benevolence and integrity forms trust in customer perspective. Benevolence determining trust in the customer's perspective


Customer Trust; Customer Perspective; Star Hotels

Full Text: PDF 114-119