PENGARUH SERVICESCAPE TERHADAP CUSTOMER SATISFACTION DI HOTEL ARYADUTA BANDUNG : Survei terhadap Tamu Individu yang Menginap di Hotel Aryaduta Bandung.

Ilmiana Juarni, - (2018) PENGARUH SERVICESCAPE TERHADAP CUSTOMER SATISFACTION DI HOTEL ARYADUTA BANDUNG : Survei terhadap Tamu Individu yang Menginap di Hotel Aryaduta Bandung. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Customer satisfaction di industri perhotelan ditentukan oleh bagaimana kebutuhan, keinginan dan persyaratan lainnya dari tamu terpenuhi oleh yang berwujud maupun tidak berwujud dari penawaran pelayanan, hal ini merupakan elemen terpenting yang menentukan kesuksesan suatu perusahaan khusunya Hotel yang dimana masih dianggap rumit untuk diketahui sehingga penelitian mengenai customer satisfaction akan selalu dilakukan terutama karena adanya kemajuan yang pesat dalam lingkungan bisnis yang membuat harapan dan tuntutan masyarakan terus meningkat. Penelitian ini bertujuan untuk mengetahui gambaran servicescape terhadap customer satisfaction di Hotel Aryaduta Bandung. Variabel independen dalam penelitian ini yaitu servicescape (X) terhadap variabel dependen (Y) yaitu customer satisfaction. Jenis penelitian yang digunakan adalah deskriptif dan verifikatif dengan metode yang digunakan explanatory survey dan pendekatan cross sectional method. Sampel dalam penelitian ini sebanyak 106 orang yaitu tamu individu yang menginap di Hotel Aryaduta Bandung. Teknik pengambilan sampel yaitu systematic random sampling, teknik analisis yang digunakan adalah regresi berganda. Tanggapan tamu individu yang menginap di Hotel Aryaduta Bandung terhadap servicescape adalah tinggi, dimensi physical dimension dan social dimension memiliki pengaruh yang signifikan terhadap customer satisfaction;---Customer satisfaction in the hospitality industry is determined by how the needs, wants and requirements of guests are met by the tangible as well as intangible from bidding service, this is the most important element that specifies the success of a company especially Hotel which is still considered to be complicated to be known so that research on customer satisfaction will always be done mainly due to rapid progress in a business environment that makes your hopes and demands continue to rise. This research aims to know the description of the servicescape towards customer satisfaction at the Aryaduta Hotel Bandung. The independent variable in this study is servicescape (X) and the dependent variable (Y) that is customer satisfaction. This type of research is descriptive and verifikatif with the use of explanatory survey and cross sectional method. The sample in this research is 106 individual guests who stayed at The Aryaduta Hotel Bandung . The technique of sampling that is systematic random sampling and analytical techniques used namely multiple regression. Responses to individual guests who stayed at the Hotel Aryaduta Bandung against servicescape is high, the dimension of the physical dimension and social dimension have significant effect towards customer satisfaction.

Item Type: Thesis (S1)
Additional Information: No. Panggil : S MPP ILM p-2018; Nama Pembimbing : i. Hari Mulyadi, II. Pancawati; NIM : 1406413;
Uncontrolled Keywords: Servicescape, Customer Satisfaction, Hotel Aryaduta Bandung;---Servicescape, Customer Satisfaction, Hotel Aryaduta Bandung.
Subjects: L Education > L Education (General)
Divisions: Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Pemasaran Pariwisata
Depositing User: YUSUP REZA ADITYA HARDIAN
Date Deposited: 13 Feb 2020 07:42
Last Modified: 13 Feb 2020 07:42
URI: http://repository.upi.edu/id/eprint/45208

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