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All Journal JURISMA: Jurnal Riset Bisnis & Manajemen
Rengga Radiaswara
Universitas Komputer Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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PENGARUH PROSES DAN BUKTI FISIK TERHADAP KEPUASAN KONSUMEN DI HOTEL SANTIKA BANDUNG Muhammad Iffan; Raeni Dwi Santy; Rengga Radiaswara
JURISMA : Jurnal Riset Bisnis & Manajemen Vol 8 No 2: Oktober 2018
Publisher : Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Komputer Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (438.881 KB) | DOI: 10.34010/jurisma.v8i2.1003

Abstract

This research aimed at determining the impact of process and physical evidence on customer satisfaction. Methods used in this research was quantitative analysis using multiple regression analysis with validity and reliability test. Sampling method used in this research is random sampling through the distribution of a series of questionnaires to 93 customers at Santika Hotel as a case study. This research investigated process and physical evidence that affected customer satisfaction. The result showed that both variables have significant effect on customer satisfaction either partially or simultaneously.Keyword: Process, Physical Evidence, Customer Satisfaction
Co-Authors Muhammad Iffan Raeni Dwi Santy