A., Dwi Unggul Sapto (0655002) (2011) Pengaruh Kualitas Pelayanan terhadap Loyalitas pada Hotel Pilatus Bandung. Undergraduate thesis, Universitas Kristen Maranatha.
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Abstract
At present, hotel must be able to improve of service by quality. It is bring into the customer loyalty. In addition to the dependable client also can use the existing and related services to gives recommendation about the hotel to the other. A method used in research is correlation analysis and regression with reliability, responsiveness, assurance, empathy, and tangible elements. The respondent collected in directly from the remains population with correlation to the research object. In order to improve of customer loyalty, it expected that by the study can be the base and evaluation material for Pilatus Hotel. By the study, response of 100 respondents who visits and stay in hotel toward the service in Pilatus Hotel is proper in relatively 3.81 in average. It also in customer loyalty the score is 3.88 in average. According the hypothesis test, it is concluded that service quality gives significant influence toward the Pilatus Hotel of 86.7%, while the remains of 13.3% comes from unexamined variable.
| Item Type: | Thesis (Undergraduate) |
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| Uncontrolled Keywords: | service quality, customer loyalty, reliability, responsiveness, assurance, empathy, and tangible, word of mouth. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Economics > 55 Management Department (Night Classes) |
| Depositing User: | Perpustakaan Maranatha |
| Date Deposited: | 30 Nov 2015 10:00 |
| Last Modified: | 30 Nov 2015 10:00 |
| URI: | http://repository.maranatha.edu/id/eprint/17628 |
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