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ANALISIS KEPUASAN KONSUMEN ATAS KUALITAS PELAYANAN HOTEL KARTIKA WIJAYA KOTA BATU

Wirawan, Denny Rahhadi (2012) ANALISIS KEPUASAN KONSUMEN ATAS KUALITAS PELAYANAN HOTEL KARTIKA WIJAYA KOTA BATU. Other thesis, University of Muhammadiyah Malang.

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Abstract

The purpose of this research is to know the consument satisfaction on kartika wijaya hotel service quality, Batu city. I used costumer satisfaction indexs as an analysis tool in this research. Based on the result of costumer satisfaction indexs, by doing comparison between perceived performance and expectations felt by costumers on kartika wijaya hotel, Batu city. The conclusion of analysis result that 43 respondents (costumers) feel dissastified on the service while 57 respondents (costumers) clarify that they feel satisfied. The suggestion i give in this research is the management always efforts to improve the service quality towards the costumers by taking care on the parking lot so the costumers feel comfort when they come. The employees of kartika wijaya hotel must have capability on facing complaints of the costumer. They can do this by giving a good response on every costumer complaints. The employees of kartika wijaya hotel also must have a capability to secure costumers goods so the costumer feel safe.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: Fitri Ramandhany
Date Deposited: 21 Nov 2015 04:26
Last Modified: 21 Nov 2015 04:26
URI : http://eprints.umm.ac.id/id/eprint/19328

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