Analisis persepsi pelanggan terhadap hotel laweyan di Surakarta

Widyasari, Devita (2008) Analisis persepsi pelanggan terhadap hotel laweyan di Surakarta. Masters thesis, Universitas Sebelas Maret.

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    Abstract

    Hotel as one of place offering service for refreshing to all consumers doing business or tour and do not own relationship in place end. Consumer the present day is very critical consumer take cares in expending them money consider a lot of factor to chosen a product or service of is inclusive of service of hotel Business do not aside from which is active in hotel claimed to can assign value more by paying attention to and giving what wanted by consumer, one of them is service quality Therefore require to be done by a research to satisfaction of consumer in the effort to increase quality of service of hotel of Laweyan by applying servqual method Make Up of quality of service cover five dimension of quality of service that is tangibles, reliability, responsiveness, assurances, and empathy. This research will test what there is difference of between expectation and perception of quality of service in Laweyan hotel. For compare between expectation and perception, is hence used by test of ranking of have sign to of Wilcoxon for data to form a pair. Hypothesis constituting analysis in this research is H0 = inexistence of difference of between expectation and perception of consumer of hotel Laweyan, and H1 = there is difference of between expectation and perception of consumer hotel Laweyan of dimension of Physical assess Z is:-2,930, dimension Reliabilities:-2,299, dimension Daya tanggap - 3.286, Guarantee dimension - 2.361 and dimension Empathy: -4,376. Result of the Research indicate that (1) five dimension of quality of service of there are difference of between expectation and perception of consumer of because value of Z of beyond area of acceptance that is between - 1,96 up to + 1,96.(2) dimension requiring completion of service is dimension of energy listen carefully and the guarantee Keyword: Hotel, Servqual, Service Quality

    Item Type: Thesis (Masters)
    Subjects: H Social Sciences > HB Economic Theory
    H Social Sciences > HF Commerce
    H Social Sciences > HN Social history and conditions. Social problems. Social reform
    Divisions: Pasca Sarjana > Magister > Magister Manajemen
    Depositing User: Users 837 not found.
    Date Deposited: 22 Aug 2013 18:34
    Last Modified: 22 Aug 2013 18:34
    URI: https://eprints.uns.ac.id/id/eprint/10257

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