Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan Loyalitas Pelanggan Pada Hotel Gunawangsa Di Surabaya

Kristiani, Ellis (2016) Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan Loyalitas Pelanggan Pada Hotel Gunawangsa Di Surabaya. Undergraduate thesis, Universitas Katolik Darma Cendika Fakultas Ekonomi.

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Official URL: http://repositori.ukdc.ac.id/

Abstract

This study aims to determine the effect Service Quality that consists of tangible, reliability, responsiveness, assurance and empathy positive and significant impact on the Customer Satisfaction and Customer Loyalty in Hotel G unawangsa Manyar. Sample technique which are used by researchers was a non-probability sampling, the sampling technique does not giving opportunities or not same opportunity for every member of the population to be selected into the sample according to Sugiyono (2011:84). The sampling method used by the researchers is purposive sampling, where researchers can to give samples to the respondent based on certain considerations. The results analysis indicates that the Quality of Service that consists of tangible , reliability , assurance and empathy significant effect on the responsiveness of Customer Satisfaction as the t statistic > 1,96 while no significant effect on Customer Satisfaction as the t statistic <1,96. The Quality of Service that consists of tangible, reliability and empathy significant effect on customer loyalty as the t statistic > 1,96 while responsiveness and assurance of no significant effect on Customer Loyalty as the t statistic < 1,96. Customer satisfaction mediates the tangible , reliability , assurance and empathy for Customer Loyalty while Customer Satisfaction does not mediate responsiveness to Customer Loyalty . This is because the results of the mediation responsiveness <2.440 (Y1 - Y2)

Item Type:

Thesis (Undergraduate)

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