PENGARUH SERVICE RECOVERY TERHADAP KEPUASAN PELANGGAN DI HOTEL MALAKA KOTA BANDUNG

Azizah Millatina Pramesti, - (2024) PENGARUH SERVICE RECOVERY TERHADAP KEPUASAN PELANGGAN DI HOTEL MALAKA KOTA BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.

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Official URL: https://repository.upi.edu/

Abstract

Kegiatan bisnis dalam bidang Hotel yang menjadi peran penting untuk menjaga sirkulasi perkembangannya adalah kepuasan tamu sebagai kunci utama karena akan berdampak dikemudian hari khususnya dalam terjalinnya sebuah hubungan antara pihak tamu dengan penyedia jasa. Penelitian ini bertujuan untuk mengetahui dan memahami pengaruh service recovery terhadap kepuasan pelanggan di Hotel Malaka Kota Bandung. Penelitian ini menggunakan metode kuantitatif deskriptif verifikatif dengan purposive sampling melalui penyebaran kuesioner. Berdasarkan hasil penelitian, terdapat pengaruh procedural jutice, interactional justice dan distributive justice terhadap kepuasan pelanggan di Hotel Malaka Kota Bandung secara positif. Business activities in the hotel sector that play an important role in maintaining the circulation of development include guest satisfaction as the main key because it will have an impact in the future, especially in establishing a relationship between guests and service providers. This research aims to determine and understand the effect of service recovery on customer satisfaction at the Malaka Hotel, Bandung City. This research uses a quantitative descriptive verification method with purposive sampling through distributing questionnaires. Based on the research results, there is a positive influence of procedural justice, interactional justice and distributive justice on customer satisfaction at the Malaka Hotel, Bandung City.

Item Type: Thesis (S1)
Additional Information: https://scholar.google.com/citations?view_op=new_profile&hl=en ID Sinta Dosen Pembimbing Ahmad Hudaiby Galihkusumah: 5989818
Uncontrolled Keywords: Service Recovery, Kepuasan Pelanggan, Hotel Service Recovery, Customer Satisfaction, Hotel
Subjects: H Social Sciences > HD Industries. Land use. Labor
T Technology > TX Home economics
Divisions: Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Resort & Leisure
Depositing User: Azizah millatina pramesti
Date Deposited: 27 Sep 2024 03:40
Last Modified: 27 Sep 2024 03:40
URI: http://repository.upi.edu/id/eprint/126229

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