PENGARUH SERVICE EXCELLENCE TERHADAP LOYALITAS PELANGGAN PADA UMM INN MALANG.

SEPTI, ANGGELINA (2009) PENGARUH SERVICE EXCELLENCE TERHADAP LOYALITAS PELANGGAN PADA UMM INN MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Keywords: Keywords: Service Excellence, Loyalty This study aims to determine the influence of variables - variables Customer Service Excellence to the loyalty of customers at UMM Inn Hotel Malang and to determine which variables of Service Excellence is the dominant influence on customer loyalty Inn Hotel, UMM Malang .... This type of research is survey research, where researchers conducted observations in data collection, the researchers only records the data as it is, analyze and interpret data. The data used are primary data is the data obtained from the first source through a questionnaire which contains questions relating to the variables that have been determined that include: ability, attitude, appearance, attention, action, responsibility and customer loyalty. While secondary data are further processed and presented by UMM Inn is meluputi condition of the company on issues of organizational structure, legal form of company, number of employees, production and production, marketing, and sales. Analysis using Multiple Linear Regression. The results found service excellent summary variable consisting of multiple regression analysis of each variable is the ability, attitude, appearance, attention, action and simultaneously has a significant responsibility and partial towards customer loyalty at the University Inn, Malang and service excellent Among the variables which consists of a variable ability, attitude, appearance, attention, action and responsibility, the dominant variable affecting performance is variable. Based on the research, the advice can be given is: the company can maintain the service which has been given with reference to the results of research which has dilaskanakan Prime Services has been contributing to customer satisfaction is an indicator for the company to improve service quality and customer satisfaction and improve the various facilities associated with the service and the University Inn may apply Prime Services based on these dimensions.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Anggit Aldila
Date Deposited: 30 Jun 2012 03:47
Last Modified: 30 Jun 2012 03:47
URI: http://eprints.umm.ac.id/id/eprint/10394

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