MAKMUN, ALLYAH FEBRINA (2022) CUSTOMERS’ SATISFACTION TOWARDS SERVICE QUALITY AND PUBLIC FACILITIES PROVIDED BY WHYNDAM OPI HOTEL PALEMBANG. Other thesis, Politeknik Negeri Sriwijaya.
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This final report was aimed at obtaining the data of customers’ satisfaction towards service quality and public facilities provided by Wyndham OPI Hotel Palembang. The writer used descriptive approach in conducting this study. The problem of this study is the customers’ satisfaction towards service quality and public facilities provided by Whyndam OPI Hotel Palembang. The data were collected through questionnaire and the writer distributed the questionnaire to 98 respondents. Then, they were analyzed by using quantitative research method. The result showed that the 9 aspects of customers’ satisfaction including speed, suitability, hospitality, competency, staffs’ appearance, facility design and aesthetic, safety, accessibility, and availability. It shows the great results for customers’ satisfaction towards service quality and public facilities provided by Wyndham OPI Hotel Palembang. The dominant aspect with highest value is facility design and aesthetic aspect while the lowest value is uniform of employees aspect. In conclusion, the results of questionnaire revealed the level of customers’ satisfaction towards service quality and public facilities provided by Wyndham OPI Hotel Palembang reaching 90.6%. It is also supported by the percentage of customers’ satisfaction level for each variable of 9 aspects in this research reaching “Strongly Agree” criteria based on the Likert Scale and interval score.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Customers’ Satisfaction, Service Quality, Public Facilities, Wyndham OPI Hotel Palembang |
| Subjects: | P Language and Literature > PE English |
| Divisions: | English > Undergraduate Theses |
| Depositing User: | Mr M. Tommy Trianda |
| Date Deposited: | 26 Jun 2023 03:54 |
| Last Modified: | 26 Jun 2023 03:54 |
| URI: | http://eprints.polsri.ac.id/id/eprint/14021 |
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