KUALITAS PELAYANAN TERHADAP LOYALITAS TAMU DI HOTEL SHERATON BANDUNG

    Rizki Muhammad Adliansyah, - (2018) KUALITAS PELAYANAN TERHADAP LOYALITAS TAMU DI HOTEL SHERATON BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.

    Abstract

    ABSTRAK

    PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN PADA HOTEL SHERATON BANDUNG

    Tujuan penelitian ini untuk mengetahui pengaruh kualitas pelayanan terhadap loyalitas tamu pada Hotel Serathon Bandung. Metode penelitian ini menggunakan pendekatan kuantitatif dengan analisis regresi berganda. Sumber penelitian ini menggunakan data primer. Pengumpulan data penelitian ini menggunakan kuesioner. Sampel penelitian ini sebanyak 207 tamu hotel dengan menggunakan teknik simple sampling random. Hasil penelitian ini menunjukan bahwa Kualitas Pelayanan yang terdiri dari tangible, responsiveness, assurance, empathy, dan reliable secara parsial maupun simultan berpengaruh signifikan terhadap loyalitas tamu di Hotel Sheraton, begitupun dengan nilai koefisien determinasi sebesar 0.75, sehingga kualitas pelayanan memberikan kontribusi pengaruh sebesar 75% terhadap loyalitas tamu di Hotel Sheraton, sedangkan sisanya 25% merupakan pengaruh dari variabel lain yang tidak diteliti.
    Kata Kunci: Kualitas Pelayanan, Loyalitas Konsumen, Hotel.

    ABSTRACT

    THE EFFECT OF SERVICE QUALITY ON CONSUMER LOYALTY IN SHERATON BANDUNG HOTEL

    The purpose of this study is to determine the effect of service quality on consumer loyalty at Hotel Serathon Bandung This research method uses a quantitative approach with multiple regression analysis. The source of this research uses primary data. Data collection of this study using a questionnaire. The sample of this study was 207 hotel guests using a simple random sampling technique. The results of this study indicate that service quality consisting of tangible, responsiveness, assurance, empathy, and reliable partially or simultaneously has a significant effect on guest loyalty at Hotel Sheraton Bandung, as well as determination coefficient of 0.75, so that service quality contributes 75% towards guest loyalty at Sheraton Hotels, while the remaining 25% is the influence of other variables not examined.
    Keywords: Service Quality, Consumer Loyalty, Hotels.

    Baca Full Text klik disini
    [thumbnail of S_MRL_1404335_Title.pdf] Text
    S_MRL_1404335_Title.pdf
    Download (408kB)
    [thumbnail of S_MRL_1404335_Chapter1.pdf] Text
    S_MRL_1404335_Chapter1.pdf
    Download (217kB)
    [thumbnail of S_MRL_1404335_Chapter2.pdf] Text
    S_MRL_1404335_Chapter2.pdf
    Restricted to Staf Perpustakaan
    Download (223kB)
    [thumbnail of S_MRL_1404335_Chapter3.pdf] Text
    S_MRL_1404335_Chapter3.pdf
    Download (285kB)
    [thumbnail of S_MRL_1404335_Chapter4.pdf] Text
    S_MRL_1404335_Chapter4.pdf
    Restricted to Staf Perpustakaan
    Download (471kB)
    [thumbnail of S_MRL_1404335_Chapter5.pdf] Text
    S_MRL_1404335_Chapter5.pdf
    Download (138kB)
    [thumbnail of S_MRL_1404335_Appendix.pdf] Text
    S_MRL_1404335_Appendix.pdf
    Restricted to Staf Perpustakaan
    Download (188kB)
    Official URL: http://repository.upi.edu
    Item Type: Thesis (S1)
    Subjects: L Education > L Education (General)
    Divisions: Fakultas Pendidikan Ilmu Pengetahuan Sosial > Program Studi Kepariwisataan
    Depositing User: Rizki Muhammad Adliansyah
    Date Deposited: 01 Sep 2023 09:35
    Last Modified: 01 Sep 2023 09:35
    URI: http://repository.upi.edu/id/eprint/43769

    Actions (login required)

    View Item View Item