Analisis faktor-faktor yang mempengaruhi kualitas layanan dan dampaknya terhadap kepuasan pengunjung

Abstract

: The purpose of this study was to examine the dimensions of the service quality variable, on the customer satisfaction variable to be adopted as success in the hospitality industry such as hospitality. This research is a survey research using quantitative descriptive research methods. This study describes the phenomenon of service quality on customer satisfaction. Data collection using research instruments statistical data analysis, with the aim of testing the hypotheses that have been set. The results of the study based on the multicollinearity test that the variables of physical evidence and reliability, it was found that the relationship between responsiveness and customer satisfaction had a positive insignificant correlation. Assurance and empathy are positively related to customer satisfaction. Recommendations for further research are carried out on customers who stay at five-star hotels or choose hotels with the green hotel concept, because the concept is very supportive of its facilities and services.