ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA HOTEL GRAND PALACE MALANG

PRAMUDYA, WISNU ARI (2008) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA HOTEL GRAND PALACE MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Type Research which do is research of survey, where researcher do observation in data collecting, researcher only noting data as it is, analyzing and interpreting the data, with title research : Analysis of Influence of Quality Of Service To Satisfaction Of Consumer At Hotel of Grand Palace Malang. Target of this research is to know variables covering direct evidence (tangibles), mainstay (reliability), comments (responsiveness), guarantee (attention and assurance) (empathy) have an effect on to satisfaction of consumer [at] Hotel of Grand Palace Malang and to know variable having biggest contribution to satisfaction of consumer to Hotel of Grand Palace Malang. Pursuant to result of solution and research hence can be pulled by the following conclusion of variable of quality of service covering direct evidence variable (tangibles), mainstay (reliability), comments (responsiveness), guarantee (attention and assurance) ( empathy) have an effect on significant to satisfaction all hotel guest at Hotel of Grand Palace Malang. Direct Variable Evidence (tangibles) give biggest contribution to satisfaction of consumer at Hotel of Grand Palace Malang. Pursuant to result of conclusion from result of research, hence raised some suggestion that is as follows: expected by side organizer of hotel to always to take care of room; chamber freshmen so that all hotel feel satisfaction maximally at the (time) of lodging, besides expected to equip facility in room; chamber so that all need all hotel guest earn fulfilled. To be more improve satisfaction of consumer, hence expected by side organizer of hotel for environmental keep cleaning which there are around hotel and also provide place or medium park broader so that can create freshmen all hotel guest during lodging. To be expected to enthusiastic researcher hereinafter to continue this research is expected to completing him that is by using other variable which have an effect on to satisfaction of consumer and also add the amount of taken research sample.

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: 28 May 2012 03:12
Last Modified: 28 May 2012 03:12
URI: http://eprints.umm.ac.id/id/eprint/6002

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