Afif, Faris (1552339) (2019) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Hotel Ibis. Undergraduate thesis, Universitas Kristen Maranatha.
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Abstract
Customer satisfaction can be defined as how customers feel towards services given by a firm. It is also used to assess service performance in which is offered because service quality plays an important role in forming satisfaction. Moreover, it is also closely related with providing benefits to a firm. The title of this research is Impacts of Service Quality towards Customer Satisfaction: A Case Study of Ibis Hotel. This research aims to examine and analyze impacts of service quality towards customer satisfaction. Data used in this research are primary data in which were gathered by distributing questionnaire through Google Form to 115 customers who have experience of using Ibis Hotel services. Data collected are then processed by using simple linear regression analysis in SPSS. Validity test, reliability test, coefficient of determination test, and hypotheses test are also performed in analysis. This research shows that service quality has positive impacts towards customer satisfaction at Ibis Hotel. R2 value also indicates simultaneous influence of service quality variable and and customer satisfaction variable with value of 71.4%, the rest is influenced by variables which are not discussed in this research.
| Item Type: | Thesis (Undergraduate) |
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| Uncontrolled Keywords: | customer satisfaction, service quality |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Faculty of Economics > 52 Management Department |
| Depositing User: | Perpustakaan Maranatha |
| Date Deposited: | 08 Dec 2021 04:47 |
| Last Modified: | 08 Dec 2021 04:47 |
| URI: | http://repository.maranatha.edu/id/eprint/28952 |
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