ANALISA PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN MENGINAP DI EMPAT VIRTUAL HOTEL OPERATOR DI SURABAYA

Authors

  • Edwin Gunawan Universitas Kristen Petra Author
  • Gabriel Octavianus Sebastian Universitas Kristen Petra Author
  • Agung Harianto Universitas Kristen Petra Author

DOI:

https://doi.org/10.17509/jithor.v2i2.20981

Keywords:

Customes Satisfaction, Service Quality, Virtual Hotel Operator

Abstract

ANALYSIS OF SERVICE QUALITY TO CUSTOMER SATISFACTION STAYING AT VIRTUAL HOTEL OPERATOR SURABAYA

The research was conducted to analyze the influnced of service quality through 5 variables which were tangible, reliability, responsiveness, assurance and empathy to customer satisfaction staying at Virtual Hotel Operator in Surabaya. The thpe of research is a quantitative causal research, by using descriptive analysis techniques and multiple linear regression. The results showed that all 5 variables simultaneously had a positive and significant effect on customer satisfaction, but partially, only tangible, assurance and empathy that had positive and significant effect on customer satisfaction. Empathy was the most dominant variable that influence customer satisfaction.

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Published

2019-10-01

Issue

Vol. 2 No. 2 (2019): Journal of Indonesian Tourism, Hospitality and Recreation

Section

Articles

License

Copyright (c) 2019 Edwin Gunawan, Gabriel Octavianus Sebastian, Agung Harianto

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This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.