PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA HOTEL GRAHA CAKRA MALANG
| Main Author: | Sudianto, Riwan |
|---|---|
| Format: | Thesis NonPeerReviewed |
| Terbitan: |
, 2011
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/19177/ |
Daftar Isi:
- This Research is about service quality in relation with consumer satisfaction in Graha Cakra Hotel, Malang. The purpose of this research is to analyze influence of service quality variable that consist of, skills, responsiveness, guarantee, emphatic, and tangibles as simultant, parcial, and dominate influence to consumer satisfaction at Graha Cakra Hotel, Malang. The type of this reseach is using survey and categorized as quantitative research. In this research, I used Likert?s scale. Population of this research are all of Graha Cakra Hotel?s costumer. I used sample technically with non probability sampling (non random). The quantity of samples are 98 persons. To analyze data technically, I use double linier regression analyze and hypothesis test through F test, T test and standardized coefficient test or beta coefficient (β). The result from this research are : 1) skill?s variable, responsiveness variable, guarantee?s variable and tangibles variable (X5) are simultantly have a significant influence to consumer satisfaction at Graha Cakra Hotel, Malang. 2) skill?s variable, responsiveness variable, guarantee?s variable and tangibles variable (X5) parcially have a significant influence to consumer at Graha Cakra Hotel, Malang. 3) tangibles have a dominant influence to costumer satisfaction at Graha Cakra Hotel, Malang. Keywords : service quality, consumer satisfaction