Mengukur Kepuasan Pelanggan Hotel Bintang 4 Dan 5 di DKI Jakarta melalui Pelayanan Petugas, Prasarana Fisik, dan Proses
Abstract: Purpose oh this
research is a collect data and information about marketing mix non convensional
hotel services with customer satisfaction, espesialy customer who leave
at 4 &
5 Star Hotel
in DKI Jakarta.
The objective of
research are: To know
about marketing mix
non convensional implementation include
human resource
implementation, physical evidence
implementation, and service
process implementation. Analysis influence marketing mix non
convensional include human resource, physical evidence, and service process
toward customer satisfaction at 4 & 5
Star Hotel in
DKI Jakarta. To
study component of
marketing tools dominant influence among
human resource, physical
evidence and service
process toward customer satisfaction
at 4 &
5 Star Hotel
in DKI Jakarta.
The result are
employee courtesy and employee
reliablity no too
good, but physical
evidence and service process have
enough as a
customer suggestion. Marketing
mix non convensional have significan
influence toward customer
satisfaction at 4
& 5 Star Hotel, it’s meant
more appropriate implementing
marketing mix non
convensional, so customer
satisfaction at 4 & 5 Star Hotel to
be rise. People or human resource have more
dominant influence toward
customer satisfaction than
physical evidence and services process.
Keywords: People, Physical
evidence, Proses, and Satisfaction
Penulis: Dr.H.M. Noor
Sembiring
Kode Jurnal: jpmanajemendd090092
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