JURISMA: Jurnal Riset Bisnis & Manajemen
Vol 8 No 2: Oktober 2018

PENGARUH PROSES DAN BUKTI FISIK TERHADAP KEPUASAN KONSUMEN DI HOTEL SANTIKA BANDUNG

Muhammad Iffan (Universitas Komputer Indonesia)
Raeni Dwi Santy (Universitas Komputer Indonesia)
Rengga Radiaswara (Universitas Komputer Indonesia)

Article Info

Publish Date
08 Oct 2018

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

Copyrights © 2018




Citation Download
RIS
EndNote, Reference Manager, ProCite
BibTex
Latex, Jabref
Full PDF
438.881 KB
Original Source
Download Original
Google Scholar
Check in Google Scholar
Journal Info
JURISMA: Jurnal Riset Bisnis & Manajemen
Website

Abbrev

jurisma

Publisher

Universitas Komputer Indonesia

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

JURISMA: Jurnal Riset Bisnis & Manajemen adalah wadah informasi berupa hasil peneltian, studi kepustakaan dalam rangka meningkatkan penelitian dan ilmu ...