PENGARUH SERVICE QUALITY (TANGIBLE, EMPATHY, RELIABLITITY, RESPONSIVENESS DAN ASSURANCE) TERHADAP CUSTOMER SATISFACTION: PENELITAN PADA HOTEL SERELA BANDUNG
Abstract: In the past the
service companies 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 provide
a major contribution in Indonesia. Increase the number of service providers has
resulted in increased competition in the services sector, including the hotel
services provider, in order to win the competition, service providers need to provide
maximum satisfaction to the consumer ,. 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 the 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 is tangible (30.25%) and reliability (26.41%) on customer satisfaction.
So tangible to have the most impact on customer satisfaction.
Keywords: Assurance,
Customer Satisfaction, Empathy,
Reliability, Responsiveness, Service Quality, Tangible
Penulis: Yunus Alaan
Kode Jurnal: jpmanajemendd161010
