Parlindungan, Yunus Alaan (2016) Pengaruh Service Quality (Tangible, Empathy, Reliability, Responsiveness dan Assurance) terhadap Customer Satisfaction: Penelitian pada Hotel Serela Bandung. Jurnal Manajemen, 15 (2). pp. 255-270. ISSN 1411-9293
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Abstract
In the past the service company lagged behind manufacturing company in the field of the use of marketing as a service company was small, or are business professionals who do not use marketing or face a lot of demand or a little competition, but at the present time services is an important area, where a sector services provider, in order to win the competition, service providers need to provide maximum satisfaction to the customer. This study aims to examine and analyze whether quality of service along with the dimensions of quality of service has an influence on customer satisfaction. Research conducted on Serela Hotel Bandung by taking a sample of 100 consumers then testing thea feasibility of data using SPSS and then do regression testing. The results showed that the effect of service quality on customer satisfaction by 35.80%. While the dimensions of the quality of service that has a tangible (30.25%) and reliability (26.41%) on customer satisfaction. So tangible to have the most impact on customer satisfaction.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | assurance, customer satisfaction, empathy, reliability, responsiveness, service quality, tangible |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Depositing User: | Perpustakaan Maranatha |
| Date Deposited: | 16 Jun 2016 03:01 |
| Last Modified: | 16 Jun 2016 03:01 |
| URI: | http://repository.maranatha.edu/id/eprint/20466 |
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