PENGARUH SERVICE EXCELLENCE OLEH FRONT OFFICER TERHADAP KEPUASAN PELANGGAN HOTEL(Study Pada Pelanggan UMM Inn)

Muzayyamah, Muzayyamah (2010) PENGARUH SERVICE EXCELLENCE OLEH FRONT OFFICER TERHADAP KEPUASAN PELANGGAN HOTEL(Study Pada Pelanggan UMM Inn). Other thesis, University of Muhammadiyah Malang.

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Abstract

One way to get and maintain the consumer was to give service excellence to all customer. Service excellence is a service gave by company in order to create satisfaction and grow the customer’s trust. UMM Inn Hotel Management concept was increasing service quality and facility completeness in serial from all area, including all parts of UMM Inn. Give the best service and satisfying to the customer is the main purpose by UMM Inn to get customer, sincethe service gave in professional way would get certain benefit for UMM Inn. Statement of problems in this research was how large the influence of service excellence by front officer for UMM Inn Hotel visitor’s satisfaction. The purpose was finding the service excellence influence by front officer to the UMM Inn visitor’s satisfaction. The research used respond stimulus theory and communication effectiveness theory with ethos dimension as the basic approach to observe and describe the influence of service excellence by front officer to the UMM Inn’s visitor’s satisfaction. The research used explanative quantitative method. The purpose of this explanative quantitative research was to find certain situation and condition or what influenced something’s existence. The research showed that n count value was 0.656 or 65% showed strong corelation between X variable (Service excellence) to Y variable (Visitor’s satisfaction), while the correlation coefficient (R2) was 0.431 or 43.1% showed the influence of service excellence variable. Rest of them 0.569 or 56,9% caused by another factors which was not researched in this research. From the research there could be concluded that many of UMM Inn visitors satisfied with the service gave by front office. Since the service was not ordinary service, but service excellence.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Social and Political Science > Department of Communication Sience
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 14 May 2012 04:10
Last Modified: 14 May 2012 04:10
URI: http://eprints.umm.ac.id/id/eprint/5147

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