Pengaruh product quality dan service quality terhadap intention to revisit melalui customer satisfaction pada Hotel Shangri-la di Surabaya

Hartanti, Ani (2018) Pengaruh product quality dan service quality terhadap intention to revisit melalui customer satisfaction pada Hotel Shangri-la di Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh antara Product Quality dan Service Quality terhadap Intention To Revisit melalui Customer Satisfaction pada Hotel Shangri-La di Surabaya. Penelitian ini menggunakan penelitian kausal. Teknik pengambilan sampel menggunakan simple random sampling dengan cara purposive sampling. Sampel yang digunakan sebesar 150 responden pengguna jasa Hotel Shangri-La di Surabaya. Alat pengumpulan data yang digunakan adalah kuesioner. Teknik analisis data yang digunakan adalah Structural Equation Modelling (SEM) dengan menggunakan program LISREL. Hasil penelitian ini membuktikan: (1) Product Quality berpengaruh secara signifikan terhadap Customer Satisfaction, (2) Service Quality berpengaruh secara signifikan terhadap Customer Satisfaction, (3) Customer Satisfaction berpengaruh secara signifikan terhadap Intention To Revisit, (4) Product Quality berpengaruh secara signifikan terhadap Intention To Revisit melalui Customer Satisfaction, (5) Service Quality tidak berpengaruh secara signifikan terhadap Intention To Revisit melalui Customer Satisfaction.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Product quality, service quality, customer satisfaction, intention to revisit
Subjects: Business
Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Users 5357 not found.
Date Deposited: 15 Feb 2018 04:03
Last Modified: 15 Feb 2018 04:03
URI: http://repository.wima.ac.id/id/eprint/14180

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