Hellen, Hellen (2019) Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan di Bidang Perhotelan. Undergraduate thesis, Universitas Internasional Batam.
|
Text
s-1541357-abstract-en.pdf Download (227kB) | Preview |
|
|
Text
s-1541357-abstract-id.pdf Download (277kB) | Preview |
|
|
Text
s-1541357-bibliography.pdf Download (500kB) | Preview |
|
|
Text
s-1541357-chapter1.pdf Download (629kB) | Preview |
|
|
Text
s-1541357-chapter2.pdf Download (1MB) | Preview |
|
|
Text
s-1541357-chapter5.pdf Download (179kB) | Preview |
|
|
Text
s-1541357-cover-id.pdf Download (15kB) | Preview |
Abstract
Persaingan di era yang semakin kompetitif ini menimbulkan setiap perusahaan sadar bahwa betapa pentingnya kepuasan pelanggan untuk menjamin kelangsungan bisnis mereka. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan di bidang perhotelan. Variabel yang digunakan dalam penelitian ini adalah keandalan, daya tanggap, jaminan, perhatian, bukti fisik dan kepuasan pelanggan. Populasi dalam penelitian ini adalah orang-orang yang pernah menggunakan fasilitas pelayanan di hotel. Sampel yang digunakan dalam penelitian ini adalah masyarakat lokal yang pernah menggunakan fasilitas pelayanan hotel khususnya hotel jaringan. Penelitian ini menggunakan metode uji regresi berganda. Dari 488 kuesioner yang disebarkan, hanya 301 yang layak diuji dengan menggunakan SPSS versi 22. Hasil penelitian menunjukkan bahwa keandalan, daya tanggap, jaminan, perhatian dan bukti fisik mempunyai pengaruh terhadap kepuasan pelanggan di bidang perhotelan. ********************************************************************** Competition in this increasingly competitive era poses challenges for companies. The purpose of this study is to determine the effect of service quality towards customer satisfaction in hotel. The variables used in this study are reliability, responsiveness, assurance, empathy, tangible and customer satisfaction. The population in this study are people who have ever enjoyed the services from a hotel. The sample used in this study are local people who have ever enjoyed services from hotels, especially hotel chains. This study is tested using multiple regression tests. Of the 488 questionnaires distributed, only 301 can be used in the analysis using SPSS version 22. The results of the study shows that reliability, responsiveness, assurance, empathy and tangible have an influence on customer satisfaction in hotel.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | Similarity: 24 |
| Uncontrolled Keywords: | Serivice Quality, Customer Satisfaction |
| Subjects: | H Social Sciences > HF Commerce > Business |
| Divisions: | School of Economic and Business > Accounting |
| SWORD Depositor: | Admin Repository Universitas Internasional Batam |
| Depositing User: | Admin Repository Universitas Internasional Batam |
| Date Deposited: | 16 Oct 2019 10:29 |
| Last Modified: | 16 Oct 2019 10:29 |
| URI: | http://repository.uib.ac.id/id/eprint/1505 |
Actions (login required)
 |
View Item |
