PENGARUH DIMENSI SERVICE QUALITY TERHADAP KEPUASAN TAMU HOTEL DAN DAMPAKNYA TERHADAP BEHAVIOUR INTENTION (Studi Kasus pada Hotel Aston Kuningan Suites- Jakarta)
ABSTRACT: This
study aims to analyze the effect of service quality dimensions on customer
satisfaction and its impact on customer satisfaction. Customers of Aston Hotel
Kuningan Suites, Jakarta were taken as respondents. Both primary and secondary
data were gathered. Secondary data were gathered from various sources such as
journals, books and other related publications. Primary data were collected
using questionnaire which were distributed to the target respondents. Using a
purposive sampling technique, a total of 100 respondents were gathered of which
75 responses were valid. Various statistical tests such as validity,
reliability and classical assumptions tests were employed. The result showed
that except empathy all service quality dimensions had a positive and significant
effect on customer satisfaction. Also customer satisfaction had a positive and
significant effect on behavior intention. Meanwhile, service quality dimensions
except assurance had a positive and significant effect on behavior intention.
It is suggested that the company should pay more attention on various aspects
such as emotional and technical aspects. Further research on perceived prices
and relationship is need.
Keywords:
service quality, customer satisfaction, behavior intention
Penulis: Zita
Hanna Mariska, Muchsin Saggaff Shihab
