PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN
ABSTRACT: The purpose of this
research is to know the influence of services quality to consumer’s satisfaction
and also to know which variable that most dominant influence to the consumer’s
satisfaction at Hotel Sentosa Palembang. The data were collected by using interview
and questionnaires. The sample are 60 respondences who are staying at Hotel Sentosa.
The data were analyzed by using regression analysis follow by SPSS (StatisticProblem
Solution Service) Version 11.5 software for windows. The result shows that the
services quality, they are Tangible, Reliability, Responsiveness, Assurance,
andEmpathy affect to consumers satisfaction are 33,5% while the remaining
influenced by other factors outside the study, one of which is an easily
accessible location factor. Based on the t test (partial test), shows that
there are three variables that influence of customers satisfaction partialy,
they are responsiveness, assurance and empathyvariable. However, the most
dominant variable is responsiveness variable.
Penulis: Paisal
Kode Jurnal: jpmanajemendd131094
