KUALITAS PELAYANAN TERHADAP LOYALITAS TAMU DI HOTEL SHERATON BANDUNG

• Main Author: Rizki Muhammad Adliansyah, - (Author)
• Format: Book
• Published: 2018-12-31.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata
• Notes: http://repository.upi.edu/43769/1/S_MRL_1404335_Title.pdf; http://repository.upi.edu/43769/2/S_MRL_1404335_Chapter1.pdf; http://repository.upi.edu/43769/3/S_MRL_1404335_Chapter2.pdf; http://repository.upi.edu/43769/4/S_MRL_1404335_Chapter3.pdf; http://repository.upi.edu/43769/5/S_MRL_1404335_Chapter4.pdf; http://repository.upi.edu/43769/6/S_MRL_1404335_Chapter5.pdf; http://repository.upi.edu/43769/7/S_MRL_1404335_Appendix.pdf
• Keywords: L Education (General)

ABSTRAK PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN PADA HOTEL SHERATON BANDUNG Tujuan penelitian ini untuk mengetahui pengaruh kualitas pelayanan terhadap loyalitas tamu pada Hotel Serathon Bandung. Metode penelitian ini menggunakan pendekatan kuantitatif dengan analisis regresi berganda. Sumber penelitian ini menggunakan data primer. Pengumpulan data penelitian ini menggunakan kuesioner. Sampel penelitian ini sebanyak 207 tamu hotel dengan menggunakan teknik simple sampling random. Hasil penelitian ini menunjukan bahwa Kualitas Pelayanan yang terdiri dari tangible, responsiveness, assurance, empathy, dan reliable secara parsial maupun simultan berpengaruh signifikan terhadap loyalitas tamu di Hotel Sheraton, begitupun dengan nilai koefisien determinasi sebesar 0.75, sehingga kualitas pelayanan memberikan kontribusi pengaruh sebesar 75% terhadap loyalitas tamu di Hotel Sheraton, sedangkan sisanya 25% merupakan pengaruh dari variabel lain yang tidak diteliti. Kata Kunci: Kualitas Pelayanan, Loyalitas Konsumen, Hotel. ABSTRACT THE EFFECT OF SERVICE QUALITY ON CONSUMER LOYALTY IN SHERATON BANDUNG HOTEL The purpose of this study is to determine the effect of service quality on consumer loyalty at Hotel Serathon Bandung This research method uses a quantitative approach with multiple regression analysis. The source of this research uses primary data. Data collection of this study using a questionnaire. The sample of this study was 207 hotel guests using a simple random sampling technique. The results of this study indicate that service quality consisting of tangible, responsiveness, assurance, empathy, and reliable partially or simultaneously has a significant effect on guest loyalty at Hotel Sheraton Bandung, as well as determination coefficient of 0.75, so that service quality contributes 75% towards guest loyalty at Sheraton Hotels, while the remaining 25% is the influence of other variables not examined. Keywords: Service Quality, Consumer Loyalty, Hotels.