The Dimension Quality of Service Influence Customer Satisfaction in Hotel (A Case Study an Examination of The Transaction Model In Service Industry)
| Main Author: | Sutanto, J.E |
|---|---|
| Format: | Article application/pdf |
| Terbitan: |
Proceeding, Quality, Competitiveness, and Value-Added Services in Solving Predetermined Global Crisis – Vol.3, Desember 2009 – ISSN: 1978-774X - International Seminar on Industrial Engineering And Management (ISIEM)
, 2013
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| Subjects: | |
| Online Access: |
http://dspace.uc.ac.id/handle/123456789/163 |
Daftar Isi:
- 1. Design/ methodology –The paper used survey and choice data collection by interviews which used to built the model of customer satisfaction. A structured questionnaire was employed to gather data and tested of validity and also reliability first. 2. Findings-Regarding the regression model customer satisfaction was influenced most by dimension quality of service (e.g. technical or outcome dimension, functional or process related dimension, corporate image) Practical implication -Full service hotels should focus on five dimensions and if customer satisfaction is to be treated as a strategic variable. Originality/ value -The all of data for study tests the transaction model and some the literature of service marketing