ANALISA PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN HOTEL LUMINOR SURABAYA

Yohanes Christian Kasenda, Stefani Rudiananto, Adriana Aprilia

Abstract


Abstrak: Tujuan dari penelitian ini adalah untuk mengetahui kualitas layanan terhadap kepuasan konsumen di Hotel Luminor Surabaya. Teknik analisis data dalam penelitian kuantitatif ini adalah Statistical Product and Service Solutions (SPSS). Penelitian ini meneliti 120 konsumen yang pernah menginap di Hotel Luminor Surabaya. Hasil penelitian ini menunjukkan bahwa ada beberapa dimensi kualitas layanan berpengaruh positif dan signifikan terhadap kepuasan konsumen, yaitu tangible, reliability, assurance dan emphaty.

 

Kata Kunci: Kepuasan konsumen, Kualitas layanan, Hotel midscale, tangible, reliability, assurance, emphaty.

 

Abstract:  This research’s purpose is made to find out the influence of service qualitytowards customer’s satisfaction at Hotel Luminor Surabaya. The data analysistechnique is quantitative research using Statistical Product and Service Solution(SPSS). This research investigates 120 visitors at Hotel Luminor Surabaya. The resultof this research shows there are some of service quality dimensions have positive andsignificant affection towards customer’s satisfaction, which are tangible, reliability,assurance and emphaty dimension. 

Keywords: Customer’s satisfaction, Service quality, Midscale hotel, tangible, reliability, assurance, emphaty.


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References


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