PENGARUH SERVICESCAPE TERHADAP CUSTOMER SATISFACTION DI HOTEL ARYADUTA BANDUNG (Survei terhadap Tamu Individu yang Menginap di Hotel Aryaduta Bandung) - Ilmiana Juarni, - (2018)
Customer satisfaction di industriperhotelanditentukanolehbagaimanakebutuhan, keinginandanpersyaratanlainnyadaritamuterpenuhioleh yang berwujudmaupuntidakberwujuddaripenawaranpelayanan, halinimerupakanelementerpenting yang menentukankesuksesansuatuperusahaankhusunya Hotel yang dimanamasihdianggaprumituntukdiketahuisehinggapenelitianmengenaicustomer satisfaction akanselaludilakukanterutamakarenaadanyakemajuan yang pesatdalamlingkunganbisnis yang membuatharapandantuntutanmasyarakanterusmeningkat. Penelitian ini bertujuan untuk mengetahui gambaran servicescape terhadap customer satisfactiondi Hotel Aryaduta Bandung. Variabel independen dalam penelitian ini yaitu servicescape(X) terhadap variabel dependen (Y) yaitucustomer satisfaction. Jenis penelitian yang digunakan adalah deskriptif dan verifikatif dengan metode yang digunakan explanatory survey dan pendekatan cross sectional method. Sampel dalam penelitian ini sebanyak 106 orang yaitu tamu individu yang menginap di Hotel Aryaduta Bandung. Teknik pengambilan sampel yaitu systematic random sampling, teknik analisis yang digunakan adalah regresi berganda. Tanggapan tamu individu yang menginap di Hotel Aryaduta Bandung terhadap servicescapeadalah tinggi, dimensi physical dimension dansocial dimensionmemiliki pengaruh yang signifikanterhadapcustomer satisfaction;---Customer satisfaction in the hospitality industry is determined by how the needs, wants and requirements of guests are met by the tangible as well as intangible from bidding service, this is the most important element that specifies the success of a company especially Hotel which is still considered to be complicated to be known so that research on customer satisfaction will always be done mainly due to rapid progress in a business environment that makes your hopes and demands continue to rise. This research aims to know the description of the servicescape towards customer satisfaction at the Aryaduta Hotel Bandung. The independent variable in this study is servicescape (X) and the dependent variable (Y) that is customer satisfaction. This type of research is descriptive and verifikatif with the use of explanatory survey and cross sectional method. The sample in this research is 106 individual guests who stayed at The Aryaduta Hotel Bandung . The technique of sampling that is systematic random sampling and analytical techniques used namely multiple regression. Responses to individual guests who stayed at the Hotel Aryaduta Bandung against servicescape is high, the dimension of the physical dimension and social dimension have significant effect towards customer satisfaction.