ANALISA PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN MENGINAP DI EMPAT VIRTUAL HOTEL OPERATOR DI SURABAYA

Edwin Gunawan, Gabriel Octavianus Sebastian, Agung Harianto

Abstract


ABSTRAK

Penelitian ini dilakukan untuk menganalisis pengaruh kualitas layanan melalui variabel tangible, reliability, responsiveness, assurance dan empathy terhadap kepuasan konsumen yang menginap di Virtual Hotel Operator di Surabaya. Jenis penelitian ini adalah penelitian kausal kuantitatif menggunakan teknik analisa deskriptif dan regresi linier berganda. Hasil penelitian menunjukan bahwa kelima variabel secara simultan memiliki pengaruh yang positif dan signifikan terhadap kepuasan konsumen tetapi secara parsial, hanya variabel tangible, assurance dan empathy yang berpengaruh positif dan signifikan terhadap kepuasan konsumen. Variabel empathy menjadi variabel yang paling dominan dalam mempengaruhi kepuasan konsumen.

 

Kata Kunci: Kepuasan Konsumen, Kualitas Layanan, Virtual Hotel Operator

 

ANALYSIS OF SERVICE QUALITY TO CUSTOMER SATISFACTION STAYING AT VIRTUAL HOTEL OPERATOR SURABAYA

 

ABSTRACT

The research was conducted to analyze the influnced of service quality through 5 variables which were tangible, reliability, responsiveness, assurance and empathy to customer satisfaction staying at Virtual Hotel Operator in Surabaya. The thpe of research is a quantitative causal research, by using descriptive analysis techniques and multiple linear regression. The results showed that all 5 variables simultaneously had a positive and significant effect on customer satisfaction, but partially, only tangible, assurance and empathy that had positive and significant effect on customer satisfaction. Empathy was the most dominant variable that influence customer satisfaction.

Keyword: Customes Satisfaction, Service Quality, Virtual Hotel Operator



Keywords


Customes Satisfaction, Service Quality, Virtual Hotel Operator

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References


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DOI: https://doi.org/10.17509/jithor.v2i2.20981

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eISSN : 2654-4687

pISSN : 2654-3893

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