Jurnal Administrasi Bisnis
Vol 9, No 2 (2013)

Analisis Kualitas Layanan Hotel New Sany Rosa Bandung

Elisabeth, Elisabeth ( Alumni Program Studi Magister Manajemen, Universitas Katolik Parahyangan)

Article Info

Publish Date
01 Sep 2013


In this decade, hospitality is an industry that grows rapidly in Indonesia, notably inBandung. New Sany Rosa Hotel Bandung is among the most popular hotels. Fac-ing tough industry, transformation at this hotel was enforced. The new managementdelivered a change in customer satisfaction valuation, from suggestions or criticsto service quality. The objective is to identify if five dimensions of service qualityimpact the customer satisfaction and which dimension has most influence on cus-tomer satisfaction. Interview was conducted and questionnaires were disseminatedto a hundred guests who stayed overnight. Result indicates that tangibility, empathy,reliability, responsiveness, and assurance have simultaneously and partially affectedthe satisfaction. Empathy is a dimension that influenced the customer satisfaction atthis hotel the most.Keywords: service quality, tangibles, empathy, reliability, responsiveness, assur-ance, customer satisfaction

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Journal Info





Economics, Econometrics & Finance


Jurnal Administrasi Bisnis (JAB) adalah jurnal ilmiah Ilmu Administrasi Binis, diterbitkan oleh Center for Business Studies (CeBiS), Jurusan Ilmu Administrasi Bisnis, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Katolik Parahyangan. Jurnal Administrasi Bisnis diterbitkan 2 (dua) kali dalam ...