EVALUASI KUALITAS JASA PADA HOTEL UMM INN MALANG DENGAN MENGGUNAKAN PENDEKATAN SERVQUAL

ARDYANTO, DIMAS (2008) EVALUASI KUALITAS JASA PADA HOTEL UMM INN MALANG DENGAN MENGGUNAKAN PENDEKATAN SERVQUAL. Other thesis, University of Muhammadiyah Malang.

[img]
Preview
Text
U.pdf

Download (142kB) | Preview

Abstract

This research conduct in UMM Hotel using Servqual approach and it is a descriptive research type. While all sample’s for this research was taken from UMM Hotel visitors, using 100 respondents. The target for this research are to know how is the service qualities in UMM in Hotel Malang and to determine service qualities from the most important factor in each variable on UMM Inn Malang. The instrument to analyze that been used in this research is using SERVQUAL (Service Quality) methods. If the average score of interest much bigger than the average score of performance, therefore, the quality of service is not satisfying, if the average score of interest equal with average score of performance, therefore, the quality of service classified in so-so. And if average score of interest much smaller than average score of performance, therefore, quality of services classified in good quality. To determine indicator that need to be conserved and need to be fixed are using Cartesian Diagram, using this diagram we can also know the excellence and lack in UMM Inn. Consumer who stays in UMM Inn feel satisfied to service excellence in UMM Inn, but in some indicators, they were assumed cant give consumer satisfied. That is toilets supply, giving a clear information about kind of service, and keeping t

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: 26 Apr 2012 03:09
Last Modified: 26 Apr 2012 03:09
URI: http://eprints.umm.ac.id/id/eprint/3039

Actions (login required)

View Item View Item