Analisis Pengaruh Employee Customer Orientation dan Perceived Service Quality Terhadap Satisfaction dengan Variabel Involvement Sebagai Variabel Moderating

Dikson, Dikson (2011) Analisis Pengaruh Employee Customer Orientation dan Perceived Service Quality Terhadap Satisfaction dengan Variabel Involvement Sebagai Variabel Moderating. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

The condition of the tight competition among the companies that make each of the companies keep improving service quality to satisfy thier customer. Thus, there are some things that must be realized that the company can design specifically service quality to diffrent need of thier customer through employee customer orientation and with the involvement of the customer.The purpose of this study was to determine whether there is influence between employee customer orientation, perceived service quality to satisfaction moderated by involvement. The population of this study is all customers of Hotel in Batam. The sample of this study was the customers who had stay in four star rating Hotel in Batam, which consists of Planet Holiday Hotel, Pasific Place Hotel, Harmoni One Hotel, Harmoni Hotel and I Hotel. The Sampling method used is purposive sampling technique nonprobabilitas. Data collection method used is survey method with interview techniques and questionnaires. Total questionnaires were 200 respondents. The statistical method used to test, and the research hypothesis is the multiple regression method. Results showed that employee customer orientation have significant influence perceived service quality moderate by involvement and employee customer orientation and perceived service quality have significant influence satisfaction moderated by involvement . Keyword: Employee customer orientation, Perceived service quality, Satisfaction, Involvement.

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