PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MENGINAP (STUDI PADA RESEPSIONIS HOTEL ON THE ROCK KUPANG)

  • Afifah A.B. Ikram(1)
    Universitas Nusa Cendana
  • Antonio E.L. Nyoko(2*)
    Universitas Nusa Cendana
  • Ronald P C Fanggidae(3)
    Universitas Nusa Cendana
    • (*) Corresponding Author
DOI: https://doi.org/10.35508/jom.v9i2.1729

Abstract

The purpose of this study was to determine the effect Services Quality by recepsionits to customer satisfaction. The population in this study were guests who stayed at the On The Rock Hotel. The sample amount was 50 conducted randomly to the guests. Data processing and analysis is carried out using the SPPS program. The results of this study indicate that the sub variables of Service Quality (Physical Evidence, Emphaty, Reliability, Responsiveness, and Assurance) have a simultaneously significant effect on Customer Satisfaction who stay in the hotel.

Keywords: Quality Services, Customer Satisfaction.

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Published
2019-12-08
How to Cite
Ikram, A., Nyoko, A., & Fanggidae, R. (2019). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MENGINAP (STUDI PADA RESEPSIONIS HOTEL ON THE ROCK KUPANG). Journal of Management : Small and Medium Enterprises (SMEs), 9(2), 167-174. https://doi.org/10.35508/jom.v9i2.1729
Issue
Vol 9 No 2 (2019): Journal of Management - Small and Medium Enterprises (SME's)
Section
Articles

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