Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Graha Sriwijaya Sport Center & Entertainment Palembang
| Main Author: | Komaria, Titi |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2015
|
| Subjects: | |
| Online Access: |
http://eprints.polsri.ac.id/2382/1/COVER.pdf http://eprints.polsri.ac.id/2382/2/BAB%20I.pdf http://eprints.polsri.ac.id/2382/3/BAB%20II.pdf http://eprints.polsri.ac.id/2382/4/BAB%20III.pdf http://eprints.polsri.ac.id/2382/5/BAB%20IV.pdf http://eprints.polsri.ac.id/2382/6/BAB%20V.pdf http://eprints.polsri.ac.id/2382/7/DAFTAR%20PUSTAKA.pdf http://eprints.polsri.ac.id/2382/ |
Daftar Isi:
- The purpose of this report is to know the influence of service quality to customer’s satisfaction and also to know which the most dominant of sevice quality to the customer’s satisfaction at Hotel Graha Sriwijaya Sport Center & Entertainment Palembang. The data were collected by using interview and questionnaires. The sample are 60 respondences who are staying at Hotel Graha Sriwijaya Sport Center & Entertainment Palembang. The data were analyzed by using double regression analysis follow by SPSS (Statistic Product Solution Service) version 11,5 software for windows. The result showed that the services quality, they are Tangible, Reliability, Responsiveness, Assurance,Empathy, and affect to customer’s satisfaction are 93,8 percent while the remaining influenced by other factors outside the final report. Based on the t test (partial test), two are dominants of service quality variables that significancy influence of customer’s satification partially, they are tangible and empathy. However, the most dominant of sevice quality is tangible.