Prianka, Winda Gaftrilia (2015) PENGARUH SERVICE QUALITY TERHADAP KEPUASAN TAMU DAN DAMPAKNYA TERHADAP REVISIT INTENTION. S1 thesis, Universitas Pendidikan Indonesia.
Abstract
Kebutuhan hotel bagi wisatawan yang semakin tinggi turut menyebabkan berkembangnya industri akomodasi pariwisata khususnya pada bidang perhotelan. Kota Jakarta merupakan salah satu kota dengan kegiatan pariwisata dengan tingkat yang cukup tinggi hal ini dapat dilihat dari tingkat hunian kamar di kota Jakarta dari tahun ke tahun yang terus meningkat. BEST WESTERN Mega Kuningan Hotel memiliki tingkat hunian ynag cukup baik tetapi masih berada di bawah pesaing-pesaingnya. Oleh karena itu BEST WESTERN Mega Kuningan Hotel menerapkan program service quality untuk meningkatkan kepuasan tamu dan dampaknya terhadap revisit intention. Upaya tersebut dapat dilakukan melalui service quality yang terdiri dari tangible, reability, assurance, empathy dan responsiveness. Tujuan penelitian ini adalah memperoleh temuan pelaksanaan service quality dan pengaruh terhadap kepuasan tamu serta dampaknya terhadap revisit intention. Teknik analisis data yang digunakan adalah teknik analisis path dengan alat bantu SPSS 20 for windows. jumlah sampel dalam penelitian ini 100 responden. hasil penelitian menunjukan bahwa service quality mempunyai pengaruh terhadap kepuasan tamu dan memiliki dampak positive terhadap revisit intention di BEST WESTERN Mega Kuningan Hotel. ----------- Hotel Needs for the tourists who more than also cause developing tourism industry accomodation particularly in the field hotel management. Jakarta City is one of the city's tourism activity with a level that is quite high this can be seen from occupancy rate rooms in the city Jakarta from year to year that continued to increase. BEST WESTERN Mega Kuningan Hotel occupancy rate has consuming enough good but are still under his rivals. Thus, BEST WESTERN Hotel Mega Kuningan to implement the program service quality to improve customer satisfaction guests and its impact to revisit intention. These efforts can be done through service quality, consisting of tangible, reability, assurance, empathy and responsiveness. The purpose of this research is get hits implementation of service quality and the influence of customer satisfaction guests and its impact to revisit intention. Analysis techniques that the used data analysis techniques is path with aids SPSS 20 for windows. The number of samples in this research 100 respondents. research results showed that service quality had an effect on customer satisfaction guests and have a positive impact to revisit intention at the BEST WESTERN Mega Kuningan Hotel.
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| Item Type: | Thesis (S1) |
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| Additional Information: | No. Panggil: S MPP PRI p-2015; Pembimbing : I. Eeng Ahma, II. Dewi Pancawati |
| Uncontrolled Keywords: | Service Quality, Kepuasan Tamu, dan Revisit Intention |
| Subjects: | G Geography. Anthropology. Recreation > GV Recreation Leisure |
| Divisions: | Fakultas Pendidikan Ilmu Pengetahuan Sosial > Program Studi Kepariwisataan |
| Depositing User: | Mr. Tri Agung |
| Date Deposited: | 19 Aug 2016 01:52 |
| Last Modified: | 19 Aug 2016 01:52 |
| URI: | http://repository.upi.edu/id/eprint/21664 |
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