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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN HOTEL KARTIKA GRAHA

Satria, Rifki Madinah (2018) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN HOTEL KARTIKA GRAHA. Bachelors Degree (S1) thesis, University of Muhammadiyah Malang.

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Abstract

This study aims to analyse the impact of service quality on customer satisfaction and the most dominant variable influencing the customer satisfaction. The sample of this study consisted of 100 respondents selected by using accidental sampling technique. The data collection techniques used was questionnaire. Furthermore, the data were analysed by using Likert Scale and Multiple Linear Regression analysis. The findings pointed out that service quality simultaneously and partially influenced customer satisfaction. Further, the most dominant variable influencing customer satisfaction was assurance.

Item Type: Thesis (Bachelors Degree (S1))
Student ID: 201010160311304
Keywords: service quality, consumer satisfaction
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: Retno Widiyastuti Ika Wijaya
Date Deposited: 14 Nov 2018 01:18
Last Modified: 14 Nov 2018 01:18
URI : http://eprints.umm.ac.id/id/eprint/39957

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