ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN TAMU HOTEL BUKIT MAS KM 9,5 BANJARMASIN

Nisa, Olfatun (2021) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN TAMU HOTEL BUKIT MAS KM 9,5 BANJARMASIN. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Penelitian ini bertujuan untuk menguji variabel independen yang terdiri dari, Reliability, Assurance,Tangible Emphaty, Responsiveness mempengaruhi variabel dependen kepuasan pelanggan di Hotel Bukit Mas KM 9,5 Banjarmasin baik secara simultan,parsial, dan dominan Analisis dilakukan terhadap 60 jawaban responden terhadap instrument penelitian yang di sampaikan kepada pelanggan Hotel Bukit Mas Banjarmasin. Pengujian hipotesis penelitian dilakukan dengan analisis regresi linier berganda Penelitian ini menggunakan pendekatan kuantitatif. Instrument penelitian di uji validitas dan reliabilitas dengan cara melihat corrected item total correlation dan cronbach’s alpha dan semua dinyatakan valid dan realibel. Teknik analisis data yang digunakan dalam penelitian ini menggunakan uji asumsi klasik, analisis regresi linier berganda, dan uji hipotesis (uji T dan uji F) Hasil penelitian menunjukan secara simultan Reliability, Assurance, Tangible ,Emphaty,dan Responsiveness mempunyai pengaruh signifikan terhadap kepuasan pelanggan pada futsal borneo Banjarmasin. Sedangkan secara parsial di tunjukan bahwa Assurance, tangible dan Responsiveness tidak berpengaruh terhadap kepuasan pelanggan. Untuk Reliability dan Emphaty, berpengaruh signifikan terhadap kepuasan pelanggan. Dan untuk variabel Emphaty, mempunyai pengaruh yang dominan pada kepuasan pelanggan pada Hotel Bukit Mas banjarmasin This study aims to examine the independent variables consisting of, Reliability, Assurance, Tangible Empathy, Responsiveness affect the dependent variable of customer satisfaction at Hotel Bukit Mas KM 9.5 Banjarmasin both simultaneously, partially, and dominantly. The analysis was carried out on 60 respondents' answers to the research instrument. conveyed to the customers of the Bukit Mas Hotel Banjarmasin. The research hypothesis was tested using multiple linear regression analysis. This study used a quantitative approach. The research instrument was tested for validity and reliability by looking at the corrected item total correlation and Cronbach's alpha and all were declared valid and reliable. The data analysis technique used in this study uses classical assumption test, multiple linear regression analysis, and hypothesis testing (T test and F test). The results show that simultaneously Reliability, Assurance, Tangible, Empathy, and Responsiveness have a significant influence on customer satisfaction at futsal borneo Banjarmasin. While partially it is shown that assurance, tangible and responsiveness have no effect on customer satisfaction. For Reliability and Empathy, have a significant effect on customer satisfaction. And for the Empathy variable, it has a dominant influence on customer satisfaction at Hotel Bukit Mas Banjarmasin.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: kualitas Pelayanan , dan Kepuasan Pelanggan Service Quality, and Customer Satisfaction
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: Olfatun Nisa
Date Deposited: 25 Jan 2022 03:04
Last Modified: 25 Jan 2022 03:04
URI: http://eprints.uniska-bjm.ac.id/id/eprint/7326

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