Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Di Grand Setiabudi Hotel & Apartment

Abstract

       This study aims to determine customer ratings of service quality, determine the level of customer satisfaction at Grand Setiabudi Hotel & Apartment and find out the quality of service on customer satisfaction has a significant and simultaneous significant effect.       The sample studied was 93 respondents using a probability sampling method that is using simple random sampling technique. This study uses multiple linear regression analysis techniques, descriptive analysis and hypothesis testing simultaneously and partially. The results of the descriptive analysis of the study stated that customer ratings of service quality were stated to be good with a mean above 4.01. The results of the multiple linear regression analysis, service quality affect customer satisfaction is 44.4. The customer satisfaction level of 83.46% was stated to be very satisfied.       Service quality has a positive and significant effect on customer satisfaction. From the results of the F test simultaneously variable service quality has a positive and significant effect of 74.575. Service quality variables simultaneously consisting of tangible dimensions, responsiveness, reliability, assurance and empathy have a positive effect simultaneously on customer satisfaction variables. Partial T test results, obtained service quality variables on tangible dimensions and reliability partially positive and significant effect on customer satisfaction. While the service quality variable on responsiveness and empathy dimensions partially has a positive but not significant effect on customer satisfaction. And the assurance variable has no effect and is not significant on customer satisfaction