Pengaruh Fasilitas dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Cinnamon Hotel Butique Syariah Bandung
DOI:
https://doi.org/10.32659/jmp.v3i2.379Abstract
This study aims to determine the Influence of Facilities and Service Quality on Customer Satisfaction at Cinnamon Hotel Boutique Syariah Bandung, this study was conducted by distributing questionnaires to 100 respondents. The research method uses a quantitative method using multiple linear regression tests, with questionnaire data collection techniques, observation and literature studies. where the independent variables are facilities and service quality, and the dependent variable is customer satisfaction. data processing using SPSS software. The results showed that the facility variable had a positive and significant effect on customer satisfaction, while the service quality variable had a significant and positive effect on customer satisfaction. simultaneously (simultaneously) had a positive and significant effect. The coefficient of determination or R² value was (76.8%), and the rest (23.2%) was influenced by other variables outside this study.
References
Alma, Buchari. (2007). Manajemen Pemasaran dan Pemasaran Jasa. Bandung: CV Alfabeta.
Fandy, Tjiptono. 2014. Service, Quality & Satisfaction. Edisi 3. Yogyakarta: Penerbit Andi.
Fandy, Tjiptono. P. ., & Chandra, G. (2016). Service Quality & Satisfaction (4th ed.). CV.ANDI OFFSET.
Ghozali, I. (2018). “Aplikasi Analisis Multivariate Dengan Pogram IBM SPSS”Edisi Sembilan.Semarang:Badan Penerbit Universitas Diponegoro.
Gulla, R., Oroh, S. G., & Roring, F. (2015). Analisis Harga, Promosi, dan Kualitas pelayanan terhadap Kepuasan konsumen pada hotel Manado Grace inn. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 3(1).
Kementrian Pariwisata. (2009). Undang-Undang Republik Indonesia No. 10 Tahun 2009 Tentang Kepariwisataan dalam pasal 1
Lubis, A. S., & Andayani, N. R. (2017). Pengaruh Kualitas Pelayanan (Service Quality) Terhadap Kepuasan Pelanggan PT Sucofindo Batam. Journal of Business Administration, 1, 232–243.
Lubis, Y., Hermanto, B., & Edison, E. (2018). Manajemen dan Riset Sumber Daya Manusia (Cetakan Ke). Alfabeta. CV.
Lupiyoadi, Rambat dan Hamdani, A. (2006). Manajemen Pemasaran Jasa. Jakarta: Salemba Empat.
Maryati, F., & Husda, N. E. (2020). Pengaruh fasilitas dan kualitas pelayanan terhadap kepuasan pelanggan pada holiday hotel di kota batam. Magisma: Jurnal Ilmiah Ekonomi Dan Bisnis, 8(1), 20-27.
Pradana, Fredi. 2018. “Pengaruh Manajemen Hubungan Pelanggan KualitasPelayanan dan Kualitas Pengalaman Terhadap Loyalitas Pelanggan denganKepuasan Pelanggan Sebagai Variabel Intervening Pada Nasabah PTPACSekuritas Indoenesia Yogyakarta”. Manajemen Bisnis, Volume 9, Nomor 2(hlm.193-212).
Saputra, S., & Sudarsa, R. Y. (2019). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan di Grand Setiabudi Hotel & Apartment. Pro Mark, 9(2), 11-11.
Saragih, D. Y., & Panjaitan, N. J. (2018). Peningkatan Kualitas Layanan Untuk Kepuasan Pelanggan Hotel. Jurnal Ekonomi dan Bisnis (EK dan BI), 1(1), 43-51.
Sugiyono. (2018). Metode Penelitian Kombinasi (Mixed Methods). Bandung: CV Alfabeta.
Windasuri, H dan S. Hyacintha. 2017. Excellent Service. Gramedia Pustaka Utama. Jakarta
Zeithaml, V.A., M.J. Bitner, D.D. Gremler. 2013. Services Marketing: Integrating Customer Focus Across the Firm 6 thed. Mc.Graw-Hill. Boston.
Published
Issue
Section
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
