ANALISA PENGARUH KEPUASAN ATAS PELAKSANAAN KUALITAS JASA TERHADAP LOYALITAS PELANGGAN HOTEL EQUATOR SURABAYA

Authors

  • Tetty Arifah Fakultas Ekonomi Universitas Wijaya Kusuma Surabaya

DOI:

https://doi.org/10.30742/equilibrium.v2i5.188

Keywords:

pelayanan jasa (tangibles, reliability, responsiveness, assurance, empathy), loyalitas pelangan

Abstract

Studi ini meneliti tentang pengaruh kepuasan pelayanan jasa yang terdiri dari tangibles, reliability, responsiveness, assurance dan empathy terhadap loyalitas pelangan untuk produk jasa perhotelan. Pengambilan sampel secara incidental sampling artinya hanya pengguna jasa Hotel Equator Surabaya yang pada waktu atau hari terjadwal pengumpulan sampel akan diperlakukan sebagai sampel yang mewakili semua pengguna Hotel Equator Surabaya. Hasil penelitian dengan uji regresi berganda menunjukkan bahwa kepuasan pelayanan jasa mempunyai pengaruh yang signifikan terhadap loyalitas pelanggan jasa perhotelan.

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Vol. 2 No. 5 (2004): August

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