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DESKRIPSI KUALITAS LAYANAN PADA HOTEL PELANGI II MALANG

PRIHANTORO, DODIK (2011) DESKRIPSI KUALITAS LAYANAN PADA HOTEL PELANGI II MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Has influence very big towards satisfaction pelaggan because, customer satisfaction measurement usually can be determined by consumer hope and performance that feeled. Itself quality concept often assumed as size relative fullness or kindness a product/service, consist of design quality and quality kesesuaian. Design quality is product spesification function, while quality kesesuaian size how big level kesesuaian between product/service with quality spesification that appointed previous. This watchfulness aim is that is to detects service quality in rainbow hotel ii Malang. analyzer that used in this watchfulness that is scale distance analysis by using international technique. Based on watchfulness result and discussion that done so can be pulled a conclusion that service quality that cover physical proof, reliabilitas, power tanggap, guarantee and empathy enters in rainbow hotel ii Malang enter in good category. The mentioned provable with scale distance average score value that is for physical proof variable be got score as big as 3,79, reliabilitas as big as 3,846. Hit power tanggap that is as big as 3,816, guarantee variables as big as 4,0025 and empathy variable as big as 4,13 that enter in good category. Suggestion that can be submitted in this watchfulness that is supposed hotel management side for permanent defend on service quality that given to hotel guests. Efforts that can be done that is with give guarantee on speed in give service, immediacy existence employees in give aid to when want hotel guest. supposed side menajemen also cope to creat pleasant atmosphere at the (time) of consumer stays at hotel, that is with give load goods security guarantee or vehicle.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HN Social history and conditions. Social problems. Social reform
Divisions: Faculty of Economics > Department of Management
Depositing User: Fitri Ramandhany
Date Deposited: 12 Nov 2015 04:39
Last Modified: 12 Nov 2015 04:39
URI : http://eprints.umm.ac.id/id/eprint/19193

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