ANALISIS KUALITAS PELAYANAN YANG MEMPENGARUHI KEPUASAN PENGUNJUNG (STUDI PADA BATU NIGHT SPECTACULAR – BNS)

Nugroho, Arya Fajar (2010) ANALISIS KUALITAS PELAYANAN YANG MEMPENGARUHI KEPUASAN PENGUNJUNG (STUDI PADA BATU NIGHT SPECTACULAR – BNS). Other thesis, University of Muhammadiyah Malang.

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Abstract

This research is a survey of Batu tourism’s place that is Batu Night Spectacular - BNS with title " Analysis Of Service Quality That Affect Visitor’s Satisfaction (Study on Batu Night Spectacular – BNS)". The purpose of this study is to determine the quality level of services offered by the Batu Night Spectacular - BNS, to know how big the impact of service quality on customers satisfaction of Batu Night Spectacular - BNS, to identify which quality variables that have the greatest influence of the visitors’ satisfaction on Batu Night Spectacular. Whereas, the hypothesis of this research are 1) estimated that the variable of service quality that are tangible, reliability, responsiveness, assurance, and empathy. All of it influences the satisfaction of Batu Night Spectacular’s costumers - BNS. 2) estimated that the tangible variables have dominant affect of the visitors’ satisfaction at Batu Night Spectacular - BNS. The analysis used in this research is multiple linear regression analysis with the aid program SPSS in order to know the influence of independent variables to the dependent variable. Hypothesis test used is the F test and t test ,F test used to test simultaneous effects. Based on results of the research conclusion, are knew quality variable of service research significantly influence the satisfaction of visitors, which indicated by the value of F Calculate the value is 45.809> F table value is 2.31, the contribution of independent variables on the dependent variables is 69.4% and the most dominant effect variables is the responsiveness (X3) is 0.252. From the research conclusions showed that the independent variables have a positive relationship on the dependent variables. This shows that the visitors’ satisfied are influenced by good or not good services quality provided by Batu Night Spectacular - BNS. Therefore, Batu Night Spectacular - BNS should have attention to the services quality, facilities provided, as well as the existing conditions and atmosphere have been appropriate with the visitors’ expectation.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 15 May 2012 06:28
Last Modified: 15 May 2012 06:28
URI: http://eprints.umm.ac.id/id/eprint/5336

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