The influence of service quality towards customer satisfaction in Deli Hotel Medan

Nicholas, Nicholas (2020) The influence of service quality towards customer satisfaction in Deli Hotel Medan. Bachelor thesis, Universitas Pelita Harapan.

	Text (Title) Title.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (231kB)
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (44kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (198kB) | Preview
Preview	Text (Chapter1) Chapter I.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (222kB) | Preview
	Text (Chapter2) Chapter II.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (233kB)
	Text (Chapter3) Chapter III.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (297kB)
	Text (Chapter4) Chapter IV.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter5) Chapter V.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (172kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (229kB) | Preview
	Text (Appendices) Appendix.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (834kB)

Abstract

Service quality is a measure of how well the service provided in accordance with customer expectations while consumer satisfaction is a feeling of satisfaction or dissatisfaction from someone who compares between the expectation of customer with the reality. This research aims to determine the influence of service quality towards customer satisfaction in Deli Hotel Medan. In this research, two variables were used, namely service quality as independent variable and customer satisfaction as dependent variables. The approach used is a quantitative approach. The data collection method in the study were using questionnaire and literature review. The questionnaire distributed to 27 respondents which used non probability sampling with a purposive sampling technique. Data collection of respondents was only done using a questionnaire. Data analysis in this study used the normality test, linearity and simple linear regression analysis. Base on the t-test results from the hypothesis test, the t-test count is 5.06 which t-count > t table (5.06 > 1.65). This means the Hypothesis Ho is declined and Ha is accepted which means there is significant influence from Service Quality as Independent Variable and Customer Satisfaction as Dependent Variable. The value of R table is 0.659 with value 65.9%, this means that the better service quality implemented in Deli Hotel, it influenced the customer satisfaction. Meanwhile, 34.1% is from other factor from the research that influence customer satisfaction in Deli Hotel Medan. The better the service quality is, the purpose of customer satisfaction will be more effective. By understanding the quality with the customer's expectation, showing concern for the customers and knowing what demand the customer need it will make customer feel happy with the services and products. / Kualitas layanan adalah ukuran seberapa baik layanan disediakan sesuai dengan harapan pelanggan sedangkan kepuasan konsumen adalah perasaan kepuasan atau ketidakpuasan dari seseorang yang membandingkan antara harapan pelanggan dengan kenyataan. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan terhadap kepuasan pelanggan di Deli Hotel Medan. Dalam penelitian ini, dua variabel digunakan, yaitu kualitas layanan sebagai variabel independen dan kepuasan pelanggan sebagai variabel dependen. Pendekatan yang digunakan adalah pendekatan kuantitatif Metode pengumpulan data dalam penelitian ini menggunakan kuesioner dan tinjauan literatur. Kuesioner dibagikan kepada 27 responden yang menggunakan non probability sampling dengan teknik purposive sampling. Pengumpulan data responden dilakukan dengan menggunakan kuesioner. Analisis data dalam penelitian ini menggunakan uji normalitas, linearitas dan analisis regresi linier sederhana. Berdasarkan hasil uji-t dari uji hipotesis, jumlah uji-t adalah 5,06 yang t- hitung> t tabel (5,06> 1,65). Ini berarti Hipotesis Ho ditolak dan Ha diterima yang berarti ada pengaruh signifikan dari Kualitas Layanan sebagai Variabel Independen dan Kepuasan Pelanggan sebagai Variabel Dependen. Nilai R table adalah 0,659 dengan nilai 65,9%, ini berarti semakin baik kualitas layanan yang diterapkan di Deli Hotel, maka akan mempengaruhi kepuasan pelanggan. Sementara itu, 34,1% berasal dari faktor lain daripenelitian yang mempengaruhi kepuasan pelanggan di Deli Hotel Medan. Semakin baik kualitas layanan, tujuan kepuasan pelanggan akan lebih efektif. Dengan memahami kualitas dengan harapan pelanggan, menunjukkan kepedulian kepada pelanggan dan mengetahui permintaan apa yang dibutuhkan pelanggan, hal itu akan membuat pelanggan merasa senang dengan layanan dan produk.

Actions (login required)

View Item