Pengaruh Kualitas Layanan Jasa Terhadap Kepuasan Pelanggan Hotel Sintera Palembang

Oktavianus, Venny (2015) Pengaruh Kualitas Layanan Jasa Terhadap Kepuasan Pelanggan Hotel Sintera Palembang. Undergraduate thesis, Universitas Katolik Musi Charitas.

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Abstract

The purpose of this research is to know the influence of reliability, responsiveness, assurance, empathy, and tangible toward customer’s satisfaction of Sintera Hotel. Population taken for this research is all the customers that have ever stayed ini Sintera Hotel. The samples are 100 customers that have ever stayed in Sintera Hotel. The analytical technics are validity test, reliability test, descriptive test, classical assumption test, and linier regression analysis. Using statistical package and service solution (SPSS) 16.00 version. The conclusion is responsiveness, empathy and tangible have positive significant influence toward customer’s satisfaction while reliability and assurance have positive but insignificant influence toward customer’s satisfaction.

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