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Pengaruh Nilai Yang Dirasa,Kualitas Layanan, Kepercayaan Merek, Kualitas Yang Dirasa, Terhadap Kepuasan Pelanggan Hotel Di Surabaya (Studi Kasus Hotel G-Suites Dan Hotel Neo)

Indriana, Anggia Chris (2017) Pengaruh Nilai Yang Dirasa,Kualitas Layanan, Kepercayaan Merek, Kualitas Yang Dirasa, Terhadap Kepuasan Pelanggan Hotel Di Surabaya (Studi Kasus Hotel G-Suites Dan Hotel Neo). Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

In the world of hospitality, consumers expect an optimal service with hospitality as an added value (added value) to get satisfaction (customer statisfaction) in accordance with expectations or even exceed expectations. The purpose of this study is to find out how big the role of perceived Value, Quality of Service, Brand Trust, the Quality of Customer Satisfaction on the services of G-Suites Hotel and Hotel NEO in Surabaya. The data used is primary data by distributing questionnaires to all hotel visitors as research respondents. This study uses the entire customer population who stay and use the meeting room at Hotel G-Suites and Hotel NEO. Sampling technique using Stratified random sampling where random sampling and stratified proportionally, conducted this sampling if the member population is heterogeneous (not similar). The sample in this study used 224 respondents. Data analysis techniques used descriptive analysis, classical assumption test and multiple linear regression analysis using SPSS 16.0. The regression coefficient has a positive direction which means enhancement effort. The probability value F shows a significant result of 54,019 compared with F table 2,839 so that all the independent variable in this study simultaneously have significant role to the dependent variable (Customer Satisfaction). The results of the hypothesis is known that the perceived value, quality of service, brand trust and the perceived quality have a significant influence on customer satisfaction services G-Suites and NEO hotels in Surabaya. Keywords: Assumed Value, Service Quality, Brand Trust, Perceived Quality, Customer Satisfaction

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Magang Magang
Date Deposited: 10 Dec 2019 04:06
Last Modified: 10 Dec 2019 04:06
URI: http://eprints.perbanas.ac.id/id/eprint/4291

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