PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA HOTEL SEHAT JAMBI

Ivan Armando Sitanggang, 17008612013404 (2023) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA HOTEL SEHAT JAMBI. skripsi thesis, Universitas BATANGHARI Jambi.

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Abstract

ABSTRACT Hotel Sehat is one of the jasmine class hotel lodging in Jambi City. In marketing its services and services, Hotel Sehat is faced with fierce competition from similar companies. The data collection method in this study uses literature research and field research by collecting data using questionnaire techniques or collecting data by compiling statements. Hotel Sehat is located at Jalan Lintas Barat I No 89, Kenali Asam Bawah Kota Baru Jambi, Sungai Bertam, Jambi Luar Kota, Jambi City, Jambi 36361, Indonesia. This Sehat Hotel provides jasmine class lodging in the city of Jambi The calculation results with SPSS 22 are known that the regression equation is Y = Y = 10.912 + 0.739 X. Based on the value of the coefficient of determination (R2) of 0.651, it means that the variation in Y change is influenced by X change by 65.1% so that the magnitude of the effect of after-sales service on consumers Healthy Hotel satisfaction was 65.1% while the remaining 34.9 was influenced by other factors outside the study . Based on the initial hypothesis that after-sales service affects customer satisfaction, evidenced by the results of research conducted by the author, namely the results of the t-test which shows that thecalculated t value is greater than the table t (13,440>1,984 ). With a significant level of 0.000<0.05 so that it can be said that there is a significant influence between after-sales service between some of the customers on customer satisfaction at Hotel Sehat Keywords :Service Quality, Customer satisfaction

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