PENGARUH KUALITAS JASA TERHADAP KEPUASAN PELANGGAN : Survey Pada Pelanggan Hotel Purnama Kota Batu

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PENGARUH KUALITAS JASA TERHADAP KEPUASAN PELANGGAN : Survey Pada Pelanggan Hotel Purnama Kota Batu

Kristianingsih, Tatiana - Nama Orang;

TATIANA KRISTIANINGSIH, Post Graduate Program, Administration Faculty, Brawijaya university Malang, 30 November 2007, The Effects of the Service Quality on the Customer Satisfactory (A Survey at the customer of Purnama Hotel Batu City) Supervisor: Achmad Fauzi Dh., Co supervisor: Imam Suyadi.The improvement of customners satisfactory is the m,ain object of the service industry for general and special for the hotel industry. The succesful of the company in filling need, want and expextation of the customer is measured by used top implement the improve of service quality is very important. The company which is able to win the competition is a company makes it customerssatisfactory for its main focus by continue improvement and involving all component of the company to improve the service quality.This study was aimed to explain the service quality and describe the effects on the customers satisfactory at Purnama Hotel Batu City. Variables of this study is tangibility, realibility, responsiveness assurance and empathy.The populations of the study was all customers who stay overnight more than once in Purnama Hotel Batu City.The result of the hypothesis show that there is a simultan and partial effects of service quality on the customers satisfactory.Among five variables in service quality namely tangibility, reliability, responsiveness, assurance and empathy, it's known that the tangibility have dominant effect than another variables

Ketersediaan

20191350 TES 658.401 KRS p 2007 k.1 Fadel Muhammad Resource Center (Teknologi dan Ilmu Terapan) Tersedia

Informasi Detail

Judul Seri: -
No. Panggil: TES 658.401 3 KRI p 2007
Penerbit: Malang : Program Magister, Fakultas Ilmu Administrasi, Universitas Brawijaya., 2007
Deskripsi Fisik: iv, 102 halaman . : ilustrasi . ; 29cm .
Bahasa: Indonesia
ISBN/ISSN: -
Klasifikasi: 658.401 3
Tipe Isi: text
Tipe Media: unmediated
Tipe Pembawa: -
Edisi: -
Subjek: TESIS
quality control
Customer Satisfaction
Info Detail Spesifik: -
Pernyataan Tanggungjawab: Tatiana Kristianingsih

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