PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN HOTEL AMARIS PALEMBANG

OKTAVIANTO, OKTAVIANTO and Yunita, Dessy (2024) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN HOTEL AMARIS PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to determine the influence of service quality with its dimensions which include reliability, responsiveness, assurance, empathy, and physical evidence on Amaris Hotel Palembang's customer satisfaction. This research uses quantitative methods with questionnaires as research instruments. The sample collection technique used non-probability sampling technique. The sample studied in this study were 100 respondents who were Amaris Hotel Palembang's customers that stayed in the last six months. The data analysis technique used in this research is multiple linear regression analysis by using SPSS software version 29. Based on t test conducted, it can be concluded that reliability, responsiveness, assurance, empathy, and physical evidence variable have a partially significant influence on Amaris Hotel Palembang's customer satisfaction. Based on f test conducted, it can be concluded that reliability, responsiveness, assurance, empathy, and physical evidence variable as a whole have a significant influence on Amaris Hotel Palembang's customer satisfaction so that service quality variable has a significant influence on Amaris Hotel Palembang's customer satisfaction.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kualitas Pelayanan, Kepuasan Konsumen
Subjects:	H Social Sciences > HF Commerce > HF5469.7-5481 Markets. Fairs
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	Oktavianto Oktavianto
Date Deposited:	10 Jul 2024 03:17
Last Modified:	10 Jul 2024 03:17
URI:	http://repository.unsri.ac.id/id/eprint/150128

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