CD Tesis

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Hotel Melati Di Kabupaten Indragiri Hulu

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This study aims to analyze the tangible, reliability, responsiveness,
assurance, empathy for customer’s satisfaction. And to analyze the satisfaction
Level of Budget Hotels in Indragiri Hulu Regency. The population in this study
were all customers of budget hotels in Indragiri Hulu Regency which consisted of
the Rafana Syariah Hotel, Simpang Raya Hotel, Srikandi Hotel and Irma Bunda
Hotel in 2020. While the sample used were 115 people.
The data used in this study were primary data and secondary data, while
the data collection technique used a questionnaire. The data analysis technique
used in this research is multiple regression and Importance Performance Analysis
(IPA).
The results showed that tangible, reliability, responsiveness, assurance,
empathy affect customer’s satisfaction. The customer's satisfaction level of service
quality through the Importance Performance Analysis (IPA) Approach at the
Budget Hotel in Indragiri Hulu Regency is in quadrant II. In the mapping results,
5 things are in this quadrant. This is a serious consideration for the hotel to be
more serious in improving the quality of its services.
Key words : Service Quality and Customer’s Satisfac

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 222 (0019)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2022

Deskripsi Fisik

xiii, 85 hlm.: ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 222 (0019)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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