PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA HOTEL PELANGI I MALANG

ISA, FIRMANSYAH (2009) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA HOTEL PELANGI I MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Intention of this research is to know influence quality of service which consist of mainstay variable, energy listen carefully, guarantee, empathy, and physical evidence which is signifikan to satisfaction of cutomer at Hotel Pelangi I Malang and to know variable quality of service such consist of mainstay, energy listen carefully, guarantee, empathy, and physical evidence giving biggest contribution to satisfaction of customer at Pelangi I Hotel Malang. Analysis Logistics of Regretion and hypothesis test, obtained by result of that variable quality of service which consist of mainstay ( reliability), energy listen carefully ( responsiveness), guarantee ( assurance), empathy ( empathy), and physical evidence ( tangibles) as a whole have an effect on signifikan to satisfaction of customer at Pelangi I Hotel Malang. While variable having an effect on dominant to satisfaction of customer at Pelangi I Hotel Malang is mainstay variable ( reliability). Thereby two hypothesis in research is proven.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Economic > Department of Management
Depositing User: Anwar Jasin
Date Deposited: 23 May 2012 05:04
Last Modified: 23 May 2012 05:04
URI: http://eprints.umm.ac.id/id/eprint/5768

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