PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN JASAHOTEL WISATA TIDAR MALANG(Studi Pada Pengunjung di Hotel Wisata Tidar Malang)

ABDURACHMAN, KIKY ALBAR (2008) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN JASAHOTEL WISATA TIDAR MALANG(Studi Pada Pengunjung di Hotel Wisata Tidar Malang). Other thesis, University of Muhammadiyah Malang.

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Abstract

This research conducted using survey method, and an object observation as the method of data collecting. The location of observation taken was Hotel Wisata Tidar Malang. This research tittled as: “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Menggunakan Jasa Hotel Wisata Tidar Malang (Studi Pada Pengunjung di Hotel Wisata Tidar Malang)”. Objections established for this research was to measure the effect of service quality to consumer satisfaction of Hotel Wisata Tidar Malang product. There are two underliying hypotheses that is: service quality that modeled as form of Tangibles, Reliability, Responsivenes, assurance, and empathy have significant effect to comsumer satisfaction and among those variabel, tangible has the most significant influence. The last of three hipotheses was the overall influence of service quality to consumer satsfaction was great. Instrumen used in this research is questionaire, which scaled using Likert five grade. Multiple regression linear was the statistic tool to perform quantitative analysis to measure the effect of servis quality. This tool accompanied by secondary tools; that is F test and t test. Based on the analysis perform, the output of this research proved that there is significant influence of service quality (Tangibles, Reliability, Responsivenes, assurance, and empathy ) to costumer satisfaction simultantly and partially. The most significant influence given by tangible factor. The measurement of the size of influence categorized of bigger one. From those result all of three underlying hipotheses was accepted. Suggestion based of the result of this research was for the Hotel Wisata Tidar Malang management to keep their service quality performance in a good standard. The general suggestion for management were to develop their employee capability with variation of training program esspecially foreing language to perform better communication between them and customer. And for another researcher, this research could stand as a consideration to perform the same analysis for another field of business.

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: 24 Apr 2012 03:31
Last Modified: 24 Apr 2012 03:31
URI: http://eprints.umm.ac.id/id/eprint/2850

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