THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN GENIO MANADO HOTELS

Klabat Journal of Management

View Publication Info
 
 
Field Value
 
Title THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN GENIO MANADO HOTELS
 
Creator Koapaha, Hartini Pop
 
Description The purpose of this research is to explain the variables which influence customers satisfaction at Genio Hotel Manado.  The service quality like tangible, reliability, responsiveness, assurance and empathy influence the customers satisfaction.  The data were taken from the guests who stay in Genio Hotel for March – May 2018.  There were 120 respondences were taken and the data were analyzed by utilizing SPSS 16 to be analyzed by using Reliability Test, Validity Test, Multicollinearity Test and Heteroskedasticity Test, Analisis corelation, Coefficient determinant, Significant and Hypothesis in Likert Scale rating.  The result of this research showed that there was significant influence of tangible, reliability, responsiveness, assurance and empathy of customers satisfaction.  And for individual variable, tangible was the strongest variable influenced the customers satisfaction, and the second was responsiveness, reliability, and assurance but variable empathy was no significant influence to the customers satisfaction.  The result showed that 78,6% was positive influence of the customers satisfaction and the rest 21,4% was from the other variable that were not in the area of this research.
Tujuan dari penelitian ini adalah untuk menjelaskan variabel-variabel yang mempengaruhi kepuasan pelanggan di Genio Hotel Manado. Kualitas layanan seperti buki fisik, keandalan, daya tanggap, jaminan dan empati mempengaruhi kepuasan pelanggan. Data diambil dari para tamu yang menginap di Genio Hotel untuk bulan Maret - Mei 2018. Ada 120 responden yang diambil dan data dianalisis dengan menggunakan SPSS 16 untuk dianalisis dengan menggunakan Uji Reliabilitas, Uji Validitas, Uji Multikolinieritas, dan Uji Heteroskedastisitas, Analisis korelasi, Penentu Koefisien, Signifikan dan Hipotesis dalam penilaian Skala Likert. Hasil penelitian ini menunjukkan bahwa ada pengaruh yang signifikan antara bukti fisik, keandalan, daya tanggap, jaminan dan empati terhadap kepuasan pelanggan. Dan untuk variabel individu, bukti fisik adalah variabel terkuat yang mempengaruhi kepuasan pelanggan, dan yang kedua adalah daya tanggap, keandalan, dan jaminan tetapi variabel empati tidak berpengaruh signifikan terhadap kepuasan pelanggan. Hasil penelitian menunjukkan bahwa 78,6% adalah pengaruh positif dari kepuasan pelanggan dan sisanya 21,4% dari variabel lain yang tidak termasuk dalam wilayah penelitian ini.
 
Publisher UNKLAB Business School
 
Date 2020-02-28
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://ejournal.unklab.ac.id/index.php/kjm/article/view/448
10.31154/kjm.v1i1.448.43-54
 
Source Klabat Journal of Management; Vol 1 No 1 (2020): Klabat Journal of Management; 43-54
2722-726X
2721-690X
 
Language eng
 
Relation http://ejournal.unklab.ac.id/index.php/kjm/article/view/448/445
 
Rights Copyright (c) 2020 Klabat Journal of Management
http://creativecommons.org/licenses/by/4.0
 

Contact Us

The PKP Index is an initiative of the Public Knowledge Project.

For PKP Publishing Services please use the PKP|PS contact form.

For support with PKP software we encourage users to consult our wiki for documentation and search our support forums.

For any other correspondence feel free to contact us using the PKP contact form.

Find Us

Twitter

Copyright © 2015-2018 Simon Fraser University Library