Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Graha Sriwijaya Sport Center & Entertainment Palembang

Komaria, Titi (2015) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Graha Sriwijaya Sport Center & Entertainment Palembang. Other thesis, Politeknik Negeri Sriwijaya.

Full text not available from this repository.

Abstract

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.

Item Type: Thesis (Other)
Uncontrolled Keywords: quality service, customer’s satisfaction
Subjects: H Social Sciences > HB Economic Theory
Divisions: Business Administration > Undergraduate Theses
Depositing User: Mr Bambang Anthony
Date Deposited: 13 Jan 2016 03:55
Last Modified: 13 Jan 2016 03:55
URI: http://eprints.polsri.ac.id/id/eprint/2382

Actions (login required)

View Item View Item