Detail The Main Factors Of Servqual Affecting Customers’ Satisfaction At Villa Giri Kembang, Cipanas: The Application Of Mixed Method Approach Bibliografi Author: FRANCISCA, CLARA ; Laturiuw, Astuti Kusumawicitra (Advisor) Topik: Quality of Service; Service Quality; SERVQUAL; Customer Satisfaction; Hospitality; Tourism; Villa; Quantitative; Qualitative. Bahasa: (EN )     Penerbit: Program Studi Hospitality - Fakultas Ilmu Administrasi Bisnis dan Ilmu Komunikasi Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2016     Jenis: Theses - Undergraduate Thesis Fulltext: Clara Francisca’s Undergraduate Theses.pdf (4.97MB; 52 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: FIAHOS-6 Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract For the past few years, tourism has been considered as one of the promising industry for the country. The rapid growth of hospitality in Indonesia has been proved by the increasing amount of tourists, both local and domestic. Cipanas showed to be one of the most favorite local tourism destinations which could be seen by the high level of tourist visitation for holiday preference, especially during holiday seasons. Research was conducted in one of the local accommodation in Cipanas, Giri Kembang. It was built in 1977 and cherished the value of ‘Customer is King’. They have been running their business with a focus on delivering service excellence rather than how to gain more profit. The research used mixed method approach, with quantitative and qualitative which was used to complement the analysis from quantitative. The quantitative approach had been applied in this study with questionnaire as its measuring tool. As for the qualitative method approach, it used field-observation and in-depth interview to the owner, satisfied respondent and unsatisfied respondent. The relationship between quality of service and customers’ satisfaction of Giri Kembang was showed to have a positive relationship and proved that the quality of service affecting the customers’ satisfaction in Giri Kembang. The score results and respondent’s review also explained that both of the variables had a good assessment in overall. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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