STUDI DESKRIPTIF CUSTOMER SATISFACTION YANG DI UKUR MELALUI GAP ANTARA PERSEPSI DAN EKSPEKTASI SERVICE QUALITY DI SURABAYA PLAZA HOTEL

  • Koean Andrianto Jurusan Manajemen Fakultas Bisnis dan Ekonomika Universitas Surabaya
Abstract Views: 65 times
PDF - FULL TEXT Downloads: 90 times
Keywords: Service, Service Quality, Customer Satisfaction, Customer Expectations and Perceptions

Abstract

This study aims to identify and analyze Customer Satisfaction is measured through a gap between the perception and expectations of the Service Quality in Surabaya Plaza Hotel. This research was conducted at the business guests who stay at least 2 times in the last 6 months and have at least high school education. Data processing was performed using SPSS windows 18.00. The sampling technique used was non-probability sampling with the type of judgmental sampling. Data obtained directly from respondents who meet the characteristics specified population by distributing questionnaires. The samples used in this study was 100 respondents. The results of this study showed a Customer Satisfaction is measured through a gap between the perception and expectations of the Service Quality in Surabaya Plaza Hotel

Downloads

Download data is not yet available.

References

Purnamawati,Yusak Anshori, 2013, Peningkatan keunggulan bersaing berbasis knowledge management melalui intellectual capital dan inovasi di Surabaya Plaza Hotel, Vol 3, No 1, May 2013, pages 1-16

Jurusan Manajemen FBE Ubaya, 2011, Pedoman Penulisan Skripsi JurusanManajemen, Fakultas Bisnis dan Ekononika, Universitas Surabaya.

Dr. P. Srinivas Rao dan Dr. Padma Charan Sahu, 2013, Impact of Service Quality on Customer Satisfaction in Hotel Industry, Vol 18, Issue 5, pages 39-44

Liana Elviyanti Tan, 2013, Sikap Pelanggan mengenai program Customer Relationship Management ”Return Guest Program” di Surabaya Plaza Hotel, Vol 1, No 2

Valarie A. Zeithaml, Parasuraman And Leonard L. Berry, Delivering Quality Service , Balancing Customer Perceptions and Expectations, 1990.

R.G Soekadijo, Anatomi Pariwisata, Memahami pariwisata sebagai Systemic Linkage.

Parasuraman, Zeithaml & Berry, 1988, Journal of Retailing, A multiple-item scale for measuring consumer perceptions of service quality, pages 23

Hyun Duck Kim & Nancy Lough, An Investigating Into Relationship Among Constructs of Service Quality, Customer Satisfaction, and Repurchase Intention in Korean Private Golf Courses, Vol 2 Issue 1

Sienny Thio, 2001, Membangun Service Quality untuk mencapai kepuasan konsumen di industri Hospitality, Vol 3 No 1, Maret 2001, pages 61-71

Dr. M.V Subha , Ms.R.Archana, Measuring Service Quality in terms of Passenger Satisfaction of front office personnel in privare airlines companies, India, 2013 ; 10 (5s)

Kotler, Philip dan Keller, KL, 2006, Marketing Management 12e, International Edition, Upper Saddle River.

Swarbrooke, John dan Susan Horner, 2007, Consumer Behavior in Tourism, 2th Edition, Butterworth-Heineman, Amsterdam.
Published
2016-03-01