The impact of service quality towards customer satisfaction at Cambridge Hotel in Medan

Kaulika, Wilona (2019) The impact of service quality towards customer satisfaction at Cambridge Hotel in Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Nowadays, quality is taking important part of business in competing with others. The company especially hotel businesses need to place importance on this part and train their employees well to give a good quality of service for customers to achieve customer satisfaction. The objectives of the research are to evaluate the service quality and analyze the customer satisfaction at Cambridge Hotel, also identify whether service quality has impact on customer satisfaction at Cambridge Hotel or not. The writer is using quantitative research method which uses descriptive study and correlation study in analyzing data. Based on the result in analyzing data, it concluded that Cambridge Hotel in Medan so far has provided a good service for their customers as it has a good results in the satisfaction of their international customers. The international customers are satisfied with the service provided. The result of this research shows that service quality has a moderate positive relationship with customer satisfaction. It also concluded that there is a significance level of influence of service quality having impact on customer satisfaction. There is 30% of service quality having impact on customer satisfaction and 70% is affected by the other factors. The writer suggests that Cambridge Hotel need to improve more on their quality of service especially in order to get customer satisfaction so that it can create the repurchase intention and the customers are willing to share the good experience to the others. For the other researchers, it is suggested to find more other theories regarding the variables that might impact the customer satisfaction in order to expand knowledge

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