CD Skripsi

Kepuasan Pelanggan Yang Menginap Di Hotel Grand Central Pekanbaru Terhadap Service Quality

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ABSTRACT

The level of satisfaction is assessed based on customer's point of view, generally the way to improve customer satisfaction is by improving service quality. This research aims to determine customer satisfaction at hotel Grand Central Pekanbaru to the service quality which consists of five dimensions which are tangible, reliability, responsiveness, assurance, and empathy. This study uses Importance Performance Analysis (IPA) or level of interest analysis and performance or customer satisfaction. The population of this study are all customers who have ever come or have used services at the Grand Hotel Pekanbaru. The sample of this research is 100 respondents from hotel guest by the accidental sampling method. Based on the results of research has been done, the results of data shows the response of respondents to Grand Central Pekanbaru Hotel get very satisfaction results. Where all average value indicate the level satisfaction between the reality and expectations of respondents exceed 1 or more than 100%, which is stated with very satisfactory.


Keyword: Customer Satisfaction, Service Quality

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

01 07.117 (0069)

Penerbit

Pekanbaru : Universitas Riau – FISIP – Usaha Perjalanan Wisata., 2017

Deskripsi Fisik

xiii, 75 hlm.: ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

01 07.117 (0069)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

PARIWISATA

Info Detail Spesifik

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Pernyataan Tanggungjawab

JAKA

Versi lain/terkait

Lampiran Berkas

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