Article

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA HOTEL PELANGI I MALANG

01/2010;
Source: OAI

ABSTRACT Intention of this research is to know influence quality of service which consist of mainstay variable, energy listen carefully, guarantee, empathy, and physical evidence which is signifikan to satisfaction of cutomer at Hotel Pelangi I Malang and to know variable quality of service such consist of mainstay, energy listen carefully, guarantee, empathy, and physical evidence giving biggest contribution to satisfaction of customer at Pelangi I Hotel Malang. Analysis Logistics of Regretion and hypothesis test, obtained by result of that variable quality of service which consist of mainstay ( reliability), energy listen carefully ( responsiveness), guarantee ( assurance), empathy ( empathy), and physical evidence ( tangibles) as a whole have an effect on signifikan to satisfaction of customer at Pelangi I Hotel Malang. While variable having an effect on dominant to satisfaction of customer at Pelangi I Hotel Malang is mainstay variable ( reliability). Thereby two hypothesis in research is proven.

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