PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN HOTEL JW MARRIOTT SURABAYA
Abstract: Economic development
in Surabaya is increasing competition in
the business world,
hospitality services business
is one of
them. JW Marriott Hotel
Surabaya is considered
a five-star hotel
with various facilities and
services offered to customers. However, the competition in the five-star
hotel bussiness is
increasing and customer
satisfaction is the key to win
the market. Good quality service is very important to make the customer
feel satisfied so
they will come
back. The purpose
of this study was
to determine the
impact of servqual
towards customer satisfaction at
the JW Marriott
Hotel Surabaya.The approach
in this research is quantitative,
and this type of research is to examine causalityl relationship variables.
Population in this
research isthe customer
JW Marriott Hotel Surabaya,
the sampling technique
using accidental sampling. Data
collection method used
was observationand questionnaires. The
method of analysis
used in this
study is multiple linear regression analysis.
Penulis: DEDY HARIYANTO, NINDRIA
UNTARINI
Kode Jurnal: jpmanajemendd141075
