Analisis pengaruh kualitas layanan terhadap kepuasan pelanggan di Surabaya Plaza Hotel

Atmono, Yohanes Firananta Setyo (2008) Analisis pengaruh kualitas layanan terhadap kepuasan pelanggan di Surabaya Plaza Hotel. Masters thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Excellence service will affect customers satisfaction. Customers who are satisfied can give positive effects on the marketer because for those who are satisfied will be loyal for a long time, buy more when the company promotes new product, tells about the good things of the company and product itself, gives less attention to the other competitors' brand and promotion and lack of awareness towards the price. Another thing is that satisfied customers will give an idea about the product and service which are offered by the company and needs low cost compared with the company which is looking for new customers. Surabaya Plaza Hotel as part of hotel industry feels that the best service quality to the customers becomes competitive advantage which cannot be imitated by other competitors. The result of the research shows that the dimension of service quality in Surabaya Plaza Hotel is that responsiveness, reliability, assurance, tangible and empathy prove simultaneously have influenced significant towards customers satisfaction in Surabaya Plaza Hotel. The result of F test calculation is that value of F calculation (86, 217) > F table (2,21). From that value, Ho is rejected, so Ha is accepted. From that value, Ho is rejected because t calculation > t table, so Ha is accepted. Therefore, result show that dominance variable is assurance, because regression coefficient is 0,373. The result show that increasing one from that value will be followed increasing of customer satisfaction 37 %.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Service quality (responsiveness, reliability, assurance, tangible, empathy) customers satisfaction
Subjects: Business
Business > Strategic Management
Divisions: Graduate School > Master Program in Management
Depositing User: Sri Kusuma Dewi
Date Deposited: 26 Jun 2015 08:06
Last Modified: 26 Jun 2015 08:06
URI: http://repository.wima.ac.id/id/eprint/2757

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