Detail ANALISIS PENGARUH KUALITAS PELAYANAN DENGAN BERDASARKAN ATRIBUT SERVQUAL TERHADAP KEPUASAN KONSUMEN HOTEL MENGGUNAKAN METODE STRUCTURAL EQUATION MODELING (SEM) (STUDI KASUS: HOTEL CINKA GARINI, YOGYAKARTA) Bibliografi Author: FELICIANA, ANGELINA ; Wahyu, Marsellinus Bachtiar (Advisor) Topik: SERVQUAL; SEM; Lisrel; Costumer’s Satisfaction Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2018     Jenis: Theses - Undergraduate Thesis Fulltext: 85-Angelina Feliciana-2014043192.pdf (4.09MB; 14 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract Cinka Garini Hotel is a non-star hotel with a traditional theme, that’s located at Yogyakarta. Cinka Garini Hotel has a low and not stable occupancy ratel. One of the reason is the competition between every hotel that’s getting closer and closer. Especially, since Cinka Garini Hote is located in Yogyakarta that has a lot of tourist attractions and has become a popular tourist destination. This is the reason why the competitors is multiplying, wether it’s star hotels or non-star hotels. The problem is, the growth of the competitors isn’t paired with the growth of the number of hotel costumers. Cinka Garini Hotel as a service base industry has to keep up with this development. The way to do this is by improving the costumer’s satisfaction. Therefore, there is a need to know the factors that effect the costumer’s satisfaction, also what can be done to improve the costumer’s satisfaction. In any service base industry, one of the major thing that effect the customer’s satisfaction is service quality. Therefore, there is a need to know the effect of the attributes of SERVQUAL (tangible, reliability, responsiveness, assurance, empathy) on customer’s satisfaction using Structural Equation Modeling (SEM), To be exact with the Lisrel 8.7 software. This research is using a customer’s satisfaction based on American Hotel & Motel Association that are combined with the attributes of SERVQUAL in the questionnaire. This research is using 30 preliminary questionnaire that has been tested onboth the validity and reliability tests, also a number 150 research questionnaire has been distributed for this research. The sampling method that’s used is accidental sampling. The results of this research is there are significant effects between customer’s satisfaction and the tangible and assurance attributes. However, there aren’t significant effect between the costumer’s satisfaction and the reliability, responsiveness and empathy attributes. Among the SERVQUAL attributes, the one that effect customer’s satisfaction the most is assurance. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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