Studi eksplorasi terhadap kualitas layanan menggunakan pendekatan modifikasi servqual

Andewi, Yunimalia (2015) Studi eksplorasi terhadap kualitas layanan menggunakan pendekatan modifikasi servqual. Bachelor thesis, Universitas Pelita Harapan.

	Text (Title.pdf) 1.Sampul.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (692kB)
Preview	Text (Abstract.pdf) 2.Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (97kB) | Preview
Preview	Text (Chapter1.pdf) 3.Bab-1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (38kB) | Preview
	Text (Chapter2.pdf) 4.Bab-2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (302kB)
	Text (Chapter3.pdf) 5.Bab-3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (354kB)
	Text (Chapter4.pdf) 6.Bab-4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (809kB)
	Text (Chaptr5.pdf) 7.Penutup.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (115kB)
Preview	Text (Bibliography.pdf) 8.Pustaka.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (216kB) | Preview
	Text (Appendices.pdf) 9.Lampiran.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)

Abstract

Saat ini hotel menjadi sebuah kebutuhan yang penting. Hotel memiliki layanan berkualitas jika konsumen merasa puas terhadap layanan tersebut. Mendukung upaya pengembangan Hotel Paradiso Makassar agar lebih baik lagi dalam menjawab kebutuhan serta keinginan pada konsumen/tamu yang datang, terlebih dahulu pihak manajemen harus mengetahui harapan serta persepsi pelanggan terhadap hotel ini. Penelitian ini bertujuan untuk mengetahui variabel yang mempengaruhi kualitas pelayanan dan kepuasan pelanggan terhadap kualitas layanan di Hotel Paradiso Makassar dengan menggunakan pendekatan modifikasi menggunakan analisis faktor dengan teknik rotasi varimax. Terdapat sebelas variabel yang mempengaruhi kualitas layanan. Hasil analisis regresi linier menunjukkan bahwa ada beberapa variabel yang mempengaruhi kepuasan konsumen secara keseluruhan. Variabel tersebut adalah kompetensi, layanan ekstra dan brosur, halaman dan makanan, reliabilitas dan fasilitas, dan variabel akurasi. / Now, hotel becoming an important requirement. The hotel has a service quality if consumers are satisfied with the service. Supporting the development efforts Hotel Paradiso Makassar to much better responding customers/guests needs and desires, first management must know customers expectations and perceptions of this hotel. The purpose of this study was to determine the variables that affect the quality of service and determine customer satisfaction the service quality at the Hotel Paradiso Makassar by employing modified SERVQUAL approach using a principal component factor analysis with a varimax rotation technique. There are eleven variables that affect the service quality. The result from the regression analysis suggest that there are several variables that affect overall customer satisfaction, the variables are competence variable, extra services and brochures variable, yard and food variable, reliability and facilities variable, and accuracy variable.

Actions (login required)

View Item