Journal of Management - Small and Medium Enterprises (SME's)
Vol 9 No 2 (2019): Journal of Management - Small and Medium Enterprises (SME's)

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MENGINAP (STUDI PADA RESEPSIONIS HOTEL ON THE ROCK KUPANG)

Afifah A.B. Ikram (Universitas Nusa Cendana)
Antonio E.L. Nyoko (Universitas Nusa Cendana)
Ronald P C Fanggidae (Universitas Nusa Cendana)

Article Info

Publish Date
08 Dec 2019

Abstract

The purpose of this study was to determine the effect Services Quality by recepsionits to customer satisfaction. The population in this study were guests who stayed at the On The Rock Hotel. The sample amount was 50 conducted randomly to the guests. Data processing and analysis is carried out using the SPPS program. The results of this study indicate that the sub variables of Service Quality (Physical Evidence, Emphaty, Reliability, Responsiveness, and Assurance) have a simultaneously significant effect on Customer Satisfaction who stay in the hotel. Keywords: Quality Services, Customer Satisfaction.

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Journal Info
Journal of Management - Small and Medium Enterprises (SME's)
Website

Abbrev

JEM

Publisher

Universitas Nusa Cendana

Subject

Economics, Econometrics & Finance

Description

Tujuan dari jurnal ini adalah mempublikasikan artikel hasil penelitian dan kajian pustaka yang ditulis oleh dosen, peneliti dan mahasiwa. Adapun lingkup topik dari jurnal ini adalah : 1. Manajemen Umum 2. Manajemen Pemasaran 3. Sumberdaya Manusia 4. Keuangan 5. Manajemen Operasi 6. Manajemen ...