PENGARUH FAKTOR-FAKTOR KUALITAS PELAYANAN TERHADAP KEPUASAN TAMU HOTEL GRAND PALEM BATU

Purwo Atmaja Adikara

Abstract


This research is a survey research customer behaviour user Hotel management service in Batu City with title ? Pengaruh Faktor-faktor kualitas pelayanan terhadap kepuasan konsumen yang menginap di Hotel Grand Palem?.
This research doing with purpose to know factors formation quality service who influence level guest satisfaction Grand Palem Hotel. To know factors quality service who dominant influence guest satisfaction Grand Palem Hotel.
Hyipothesis in this research is the first factor tangible, reliability, responsiveness, Assurance, and empathy included in factor who influential / signification about guest satisfaction Grand Palem Hotel. The second reliability factor dominant influence about guest analysis instrument who using in analysis double regression from produce double analysis can to know if factor Tangible, reliability, responsiveness, Assurance, and empathy can influence level guest satisfaction Grand Palem Hotel. it is can looking from grades F Count > F table (27,949 > 2,323) with signification F amount 0,000. from produce double analysis too formed the similarity Y = 8,133 + 0,206 X1 + 0,935 X2 + 0,197 X3 + 0,225 X4 + 0,278 X5 + e. While from produce double analysis can to know if factors angible, reliability, responsiveness, Assurance, and empathy in a parsial manner who dominant influence guest satisfaction Grand Palem Hotel is variable tangible with grades t count who more biggest from variable formation service quality and other: 0,935 X2 > 0,206 X1 + 0,197 X3 + 0,225 X4 + 0,278 X5.
Be based on conclusion on the top, reseacher can implicate if Grand Palem hotel should be more increase to service quality with doing repair about quality who feel decreasing capable guest satisfaction until can decreasing guest loyality for reseacher further more hopeful it is can become as referens and hopeful can more complete this referens.

 

Keyword : Kualitas Layanan, Kepuasan Konsumen

Link Terkait : http://skripsi.umm.ac.id/files/disk1/310/jiptummpp-gdl-s1-2009-purwoatmaj-15462-PENDAHUL-N.pdf


Keywords


Kualitas Layanan; Kepuasan Konsumen