ANALISIS PERBEDAAN PRESEPSI KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN

Lin, Yan Syah and MUKRAN, MUKRAN (2022) ANALISIS PERBEDAAN PRESEPSI KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN. ANALISIS PERBEDAAN PRESEPSI KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN.

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Abstract

Analysis ofdifferences inthe perception ofservice qualityand customer satisfaction (a case study at Duta Syariah Palembang Hotel). his thesis led by Mr. Lin Yan Syah as a first mentor and Mr. Mukran Roni as a second mentor. This research is descriptive quantitative research that aims to identify differences perception of service quality and customer satisfaction at Duta Syariah Palembang Hotel. The data in this study were collected through a setof questionnaire distributed to respondents, observation and documentation. Results of the questionnaires were analyzed with gap analysis and paired samplest-test. The sample in this study was 8 service providers and 8 guests of Duta Syariah Palembang Hotel. The sampling technique used was accidental sampling. The results showed that (1) the average gap or difference in the quality of services provided to the satisfaction perceived by consumer of Duta Syariah Palembang Hotel was-0.22 included in the category were not satisfied; (2) The gap between the quality of services by the employee received by consumers was positive that the tangible dimension with a gap of 0.56 and assurance dimension with a gap of 0.22 that both fell into the category of very satisfied; (3) The gap between the quality of services provided by the employee received by consumers negatively was the dimension of reliability (-0.31), responsiveness (-0.41) and empathy (-0.75) all the three were fell into the category not satisfied. On satisfaction variable,gap obtained was –(0.63) which also fell to the category was not satisfied

Item Type:	Article
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Faculty of Law, Arts and Social Sciences > School of Management
Depositing User:	Mr Edi Surya Negara
Date Deposited:	24 Jun 2022 00:59
Last Modified:	24 Jun 2022 00:59
URI:	http://eprints.binadarma.ac.id/id/eprint/15054

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