Pengaruh service quality terhadap customer loyalty pada hotel berbintang lima di provinsi Bali

K, Benedicta Clara and Margaretha, Fransisca and Wirawan, Stevany Elizabeth (2022) Pengaruh service quality terhadap customer loyalty pada hotel berbintang lima di provinsi Bali. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Pertumbuhan hotel bintang lima semakin meningkat dan berkembang di Provinsi Bali yang merupakan penyumbang devisa nomor satu dari sektor pariwisata, sehingga menyebabkan persaingan di sektor jasa semakin ketat. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap loyalitas pelanggan pada hotel bintang lima di Provinsi Bali. Penelitian ini menggunakan metode penelitian kuantitatif dengan pengujian hipotesis. Demografi mengacu pada wisatawan domestik atau warga negara Indonesia yang pernah menginap di hotel bintang lima di Provinsi Bali. Pengumpulan data melalui kuesioner menggunakan skala likert. Jumlah sampel yang diambil adalah 161 responden dengan teknik convenience sampling, non-probability sampling. Teknik analisis data adalah analisis deskriptif, pengujian kualitas data, dan pengujian hipotesis dengan menggunakan uji validitas, uji reliabilitas, uji asumsi klasik, analisis koefisien korelasi, analisis koefisien determinasi, dan analisis regresi berganda, dan uji-t. Berdasarkan hasil penelitian yang diperoleh melalui SPSS menunjukkan bahwa nilai sig. 0.000 < 0.05 dan nilai t-hitung sebesar 6,862 > nilai t-tabel sebesar 1,975, dapat disimpulkan bahwa variabel Kualitas Pelayanan (X) berpengaruh terhadap variabel Loyalitas Pelanggan (Y)

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
K, Benedicta ClaraNIM01541180034benedictaclara0505@gmail.com
Margaretha, FransiscaNIM01541180125fransiscaing2409@gmail.com
Wirawan, Stevany ElizabethNIM01541180103stevanywirawan@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorWowor, WulanmeiayaNIDN0322066901wulan.wowor@uph.edu
Uncontrolled Keywords: Service quality; Customer loyalty; Bali; Five-star; Hotel; SPSS; Convenience sampling
Subjects: T Technology > TX Home economics > TX 901-953 Hospitality Industry
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Faculty of Tourism > Hotel Management
Current > Faculty/School - UPH Karawaci > Faculty of Tourism > Hotel Management
Depositing User: Users 19304 not found.
Date Deposited: 14 Feb 2022 03:15
Last Modified: 02 Mar 2022 01:42
URI: http://repository.uph.edu/id/eprint/46092

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