Mutia Desvi Rivani, - (2018) PENGARUH CITRA HOTEL DAN KEPUASAN TERHADAP LOYALITAS TAMU PADA HOTEL BINTANG TIGA DI KOTA BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.
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Abstract
Penelitian ini bertujuan untuk melihat pengaruh dari citra hotel dan kepuasan terhadap loyalitas pada hotel bintang tiga di kota Bandung. Tujuan dari penelitian ini yaitu untuk mengetahui faktor apa saja yang mempengaruhi loyalitas pelanggan. Penelitian ini menggunakan metode kuantitatif dengan uji regresi linier berganda. Hasil penelitian ini menunjukan bahwa citra atribut, citra holistik dan kepuasan terhadap housekeeping berpengaruh signifikan secara parsial terhadap loyalitas tamu. Sedangkan secara simultan menunjukan bahwa variabel citra hotel dan kepuasan berpengaruh terhadap loyalitas tamu. Manajemen hotel dalam hal ini sebaiknya memperhatikan faktor-faktor yang mempengaruhi loyalitas pelanggan, yaitu citra hotel dan kepuasan tamu dengan cara meningkatkan reputasi di mata pelanggan dan juga kepuasan terhadap housekeeping dengan cara meningkatkan kualitas staff performance melalui program training dari perusahaan. ;---This study aims to see the influence of hotel image and satisfaction toward loyalty at three star hotels in bandung city.. The purpose of this study to determine what factors affect customer loyalty. This research uses quantitative method with multiple linear regression test. Results of studies showed that image attributes, image holistic and satisfaction with housekeeping significantly partial effect on guest loyalty. While simultaneously shows that variable hotel image and satisfaction effect on guest loyalty. Hotel management in this case to consider factors that affect customer loyalty, that is hotel image and guest satisfaction by improving reputation in the eyes of customers and also the satisfaction of housekeeping by improving the quality of staff performance through the training program of the company.
| Item Type: | Thesis (S1) |
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| Additional Information: | No. Panggil : S MRL MUT p-2018; Pembimbing : I. Galih Kusumah, II. Reiza Miftah; NIM. : 1401632. |
| Uncontrolled Keywords: | Citra Hotel, Kepuasan, Loyalitas Pelanggan, Hotel Image, Satisfaction, Costumer Loyalty. |
| Subjects: | G Geography. Anthropology. Recreation > GV Recreation Leisure |
| Divisions: | Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Resort & Leisure |
| Depositing User: | Isma Anggini Saktiani |
| Date Deposited: | 04 Feb 2020 02:52 |
| Last Modified: | 04 Feb 2020 02:52 |
| URI: | http://repository.upi.edu/id/eprint/45857 |
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