Meliala, Annisa (2021) The influence of service quality and customer satisfaction on customer loyalty at Grand Kanaya Hotel Medan. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Competition in thehospitality industry is increasing rapidly making hotel industries to maintain and increase customer satisfaction andtheirloyalty rate. Thepurposeof this research study is to find out the influence of service quality and customer satisfaction on customer loyalty at Grand KanayaHotel, Medan. Customers look at things from their own perspective, the results, the outcome and the benefit they were seeking. Business profit and growth are because of customer loyalty, which is the direct result of customer satisfaction and is largely influenced by value of services provided to the customers. This research study uses descriptive research design and causal research. The type of data used is classified as primary data with the use of questionnaires. The data were collected from an online and offline questionnaires distributed to customers with accidental sampling method with a sample size of 57 respondents. The objectives of this research is to find out whether the research problems are true, and to find out if there is any influence of service quality and customer satisfaction on customer loyalty. The data was tested using normality test, multicollinearity test, heteroscedasticity and multiple linear regression test. The hypothesis was tested using the T test and F test. The result of this study shows that service quality and customer satisfaction have simultaneous influence on customer loyalty at Grand Kanaya Hotel, Medan. The recommendation for the company is to pay more attention on its cleanliness, facilities improvement and employees timing on working in order to increase higher satisfaction and loyalty level. / Persaingan di industri perhotelan yang semakin cepat membuat industri perhotelan peduli dan meningkatkan kepuasan pelanggan serta tingkat loyalitas mereka. Tujuan penelitian ini adalah untuk melihat pengaruh pengaruhpelayanan dan kepuasan konsumen terhadap loyalitas konsumen pada Grand Kanaya Hotel Medan. Pelanggan melihat sesuatu dari sudut pandang mereka sendiri, hasil dan manfaat yang mereka cari. Keuntungan dan pertumbuhan bisnis disebabkan oleh loyalitas pelanggan yang merupakan akibat langsung dari kepuasan pelanggan dansangat dipengaruhi oleh nilai layanan yang diberikan kepada pelanggan. Penelitian ini menggunakan desain penelitian deskriptif dan penelitian kausal. Jenis data yang digunakan tergolong sebagai data primer menggunakan kuesioner. Pengumpulan data dilakukan melalui kuesioner online dan offline yang diberikan kepada pelanggan dengan menggunakan metode aksidental sampling dengan jumlah sampel 57 responden. Penelitian ini menggunakan desain penelitian deskriptif dan penelitian kausal. Jenis data yang digunakan diklasifikasikan sebagai data primer dengan menggunakan kuesioner. Data dikumpulkan dari kuesioner onlinedan offline yang dibagikan kepada pelanggan dengan metode accidental sampling dengan jumlah sampel 57 responden. Tujuan dari penelitian ini adalah untuk mengetahui benar tidaknya permasalahan penelitian, dan untuk mengetahui apakah ada pengaruh kualitas pelayanan dan kepuasan pelanggan terhadap loyalitas pelanggan. Pengujian data menggunakan uji normalitas, uji multikolinearitas, uji heteroskedastisitas dan uji regresi linier berganda. Pengujian hipotesis menggunakan uji T dan uji F. Hasil penelitian ini menunjukkan bahwa kualitas pelayanan dan kepuasan pelanggan berpengaruh secara simultan terhadap loyalitas pelanggan di Hotel Grand Kanaya Medan. Saran bagi perusahaan adalah untuk lebih memperhatikan kebersihan, perbaikan fasilitas dan waktu kerja karyawan untuk meningkatkan tingkat kepuasan dan loyalitas yang lebih tinggi.
Item Type: | Thesis (Bachelor) | ||||||||
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Uncontrolled Keywords: | Service quality, customer satisfaction, customer loyalty | ||||||||
Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
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Divisions: | University Subject > Current > Faculty/School - UPH Medan > Business School > Management Current > Faculty/School - UPH Medan > Business School > Management |
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Depositing User: | Users 18889 not found. | ||||||||
Date Deposited: | 08 Aug 2021 14:39 | ||||||||
Last Modified: | 18 Jan 2022 04:25 | ||||||||
URI: | http://repository.uph.edu/id/eprint/41288 |
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