Ika Devi Widyaningrum, Devi and Effendi, Syahrul (2021) Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan dan Loyalitas Pelanggan Hotel Luminor Mangga Besar Jakarta Barat. Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan dan Loyalitas Pelanggan Hotel Luminor Mangga Besar Jakarta Barat. (Unpublished)
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Abstract
Penelitian ini bertujuan untuk menganalisis dan mendeskripsikan seberapa besar pengaruh kualitas pelayanan dan fasilitas terhadap kepuasan dan loyalitas pelanggan. Strategi yang digunakan dalam penelitian ini adalah strategi penelitian asosiatif yaitu strategi penelitian yang digunakan untuk mengetahui hubungan antara dua variabel atau lebih. Populasi dalam penelitian ini adalah pelanggan Luminor Hotel yang berusia 17tahun keatas, minimal 2 kali menginap. Sampel penelitian sebanyak 100 responden. Alat pengumpulan data menggunakan kuesioner yang kemudian dijadikan tabulasi skor setiap variabel yang diteliti. Metode analisis dalam menghitung data menggunakan SmartPLS 3.0. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan. fasilitas berpengaruh signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan. kepuasan pelanggan berpengaruh signifikan terhadap loyalitas pelanggan. This study aims to analyze and describe how much influence the quality of service and facilities on customer satisfaction and loyalty. The strategy used in this study is an associative research strategy, which is a research strategy used to determine the relationship between two or more variables. The population in this study is Luminor Hotel customers aged 17 years and over, with a minimum of 2 stays. The research sample of 100 respondents. The data collection tool uses a questionnaire which is then used as a tabulation score of each variable studied. The method of analysis in calculating data uses SmartPLS 3.0. The results showed that service quality has a significant effect on customer satisfaction and customer loyalty. the facility has a significant effect on customer satisfaction and customer loyalty. customer satisfaction has a significant effect on customer loyalty.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | cat lovers |
| Subjects: | Manajemen > Manajemen Pemasaran |
| Divisions: | S1 Manajemen |
| Depositing User: | Users 1392 not found. |
| Date Deposited: | 13 Jan 2021 08:16 |
| Last Modified: | 13 Jan 2021 08:16 |
| URI: | http://repository.stei.ac.id/id/eprint/3163 |
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