PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DI HOTEL DANA SOLO

WATY , INDAH (2010) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DI HOTEL DANA SOLO. Other thesis, Universitas Sebelas Maret.

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    Abstract

    Purpose of this thesis is to investigate the influence of service quality to customer satisfaction in hotel solo funds and various service policies undertaken by the hotel Dana solo to enhance customer satisfaction. Research method used is a case study, namely to take a certain object to be analyzed in depth by focusing on one problem, the data used are primary and secondary data, primary data collected through questionnaires and observations directly with the hotel mu ta party (customer) hotel Dana Solo, while the secondary data obtained from books or other sources. Based on research results show that service quality hotel service Dana in the category solo well, it looks good from the view from the hotel konsumen abou physical appearance, affordability location, physical condition, the employees who provided services, security and attention span as well as giving clear information with great hospitality, the quality perceived by consumers have an impact on consumers' desire to visit again and even recommend to others as well as the good quality of service delivery, fostering customer satisfaction. Advice given in this study is the hotel's Dana Solo are expected to improve the quality of existing human resources with the aim of improving service quality of hotel Dana Solo, because the quality of service may be one factor creating a loya customer, the hotel Dana Solo need to define a cost room rates appropriately, it can increase customer loyalty because it proved that with proper pricing can create customer loyalty in hotel Dana Solo Tag: service quality

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HB Economic Theory
    Divisions: Fakultas Ekonomi
    Fakultas Ekonomi > D3 - Manajemen Pemasaran
    Depositing User: Budianto Erwin
    Date Deposited: 15 Jul 2013 03:41
    Last Modified: 15 Jul 2013 03:41
    URI: https://eprints.uns.ac.id/id/eprint/4205

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