PENGARUH KUALITAS PELAYANAN TERAHDAP LOYALITAS PELANGGAN PADA HOTEL SANTIKA BANDUNG

Indaka Harahap, Luthvy (2007) PENGARUH KUALITAS PELAYANAN TERAHDAP LOYALITAS PELANGGAN PADA HOTEL SANTIKA BANDUNG. Diploma thesis, Universitas Komputer Indonesia.

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Abstract

Santika Hotel Bandung is a three-star hotel, which offers the atmosphere of Indonesia culture, especially in atmosphere of parahyangan culture to the customer so they could fell the comfort ness as they in their own house. It is located in Bandung the central of Bandung city, not far from shopping centre and business centre in Bandung, which means that Santika Hotel offers the strategic place for rest. Upon thinking about the increase of competition, so Santika Hotel required to assembling the modern concept of the marketing, which means that every activities should oriented to “customers oriented” that pays more attention to the “what customers buy” but not to the “what we sell”. The active process that balanced with the creativity factor (to the new idea that different with the others) and give the good service for fulfil the increasing of satisfy from the customers, purposed to create the loyalty from the customers of Santika Hotel Bandung. The research aim to : first to know the execution of service by Hotel santika Bandung, second to know the mount of customers loyalty and third to know the level influence of service quality to customer loyalty in Hotel Santika Bandung. The method is been used in this research is survey method by propagating a kuisioner 100 sampel, and use the simple random sampling, the data result of responder answer with the scale ordinal, to get the responder answer in accurate figure and mirror real situation, to calculate the ordinal scale data is the use the correlation coefficient rank spearman. By using study program the for social science (SPSS). To calculate and look for the influence of service quality to loyalty of the customers is use the coefficient correlation. As the result, based on the research of the influence of the service quality to the customers loyalty, it resulted the correlation between service quality and customers loyalty in Santika Hotel Bandung is about 0,726, that mean show, that there are strong and significant correlation relation between the of the variable service quality and the customers loyalty. The relation is caused by the service quality that has given by the Santika Hotel Bandung to the customers is good, so it make the customers loyalty became higher. Mean while the determination of the coefficient is about 52,7%. And for the rest of 47,3% is the effect of the others factor that the writer did not pay an attention. Keyword : Service Quality and Customers Loyalty

Item Type: Thesis (Diploma)
Subjects: S1-Final Project > Fakultas Ekonomi Bisnis > Manajemen > 2007
Divisions: Universitas Komputer Indonesia > Fakultas Ekonomi
Universitas Komputer Indonesia > Fakultas Ekonomi > Manajemen (S1)
Depositing User: M.Kom Taryana Suryana
Date Deposited: 16 Nov 2016 07:47
Last Modified: 16 Nov 2016 07:47
URI: https://repository.unikom.ac.id/id/eprint/11411

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