PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA BANDUNG GIRI GAHANA GOLF & RESORT

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA BANDUNG GIRI GAHANA GOLF & RESORT

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Title: PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA BANDUNG GIRI GAHANA GOLF & RESORT
Author: Muhairin, Yulia
Abstract: The writer conducted research entitled : "The Effect of Service Quality to Customers’ Satisfaction In Bandung Giri Gahana Golf & Resort " . The purpose of this study is to determine how the quality of service affects customers’ satisfaction in Bandung Giri Gahana Golf & Resort. Quality of service is a thing that must be considered by the company because a good quality of service certainly make consumers feel comfortable while in Bandung Giri Gahana Golf & Resort. Quality is the overall features and properties of the products or services that affect its ability in satisfying stated or implied needs. In this sense, the writer concludes that Service Quality affects a capability that aims to satisfy the needs of consumers so that consumers feel satisfied and comfortable. The identification in this study is how Quality of Service is applied in Bandung Giri Gahana Golf & Resort, how customers’ satisfaction in Bandung Giri Gahana Golf & Resort is, how the influence of Service Quality on Customers’ Satisfaction is. In this study the writer used descriptive research method which is Quality of Service (as variable X) and Customers’ Satisfaction (as variable Y). To analyze these two variables the writer used questionnaires which involved 100 respondents, then the results of the study processed and analyzed using statistical method, namely the Spearman rank correlation, validity and reliability test, the coefficient of determination of r and t test. The results of the research stated that the consumers’ responses the service quality in Bandung Giri Gahana Golf & Resort is good, it is indicated by the overall value of 4,09 which is in the interval from 3.40 to 4.19. And respondents regarding customers’ satisfaction are classified to be good in the amount of 4,01. in the interval from 3.40 to 4.19. The relationship of service quality with customers’ satisfaction gained from 0.570 which is the strong category. The influence of service quality on customers’ satisfaction is 32,49 %. It means that service quality affects customers’ satisfaction about 32,49 %. The results of hypothesis test obtained = 8,358 > 1,660. So was rejected and was accepted, this shows the positive effect of service quality on customers’ satisfaction. It means that there is a "Positive Influence between Service Quality and Customers’ Satisfaction in Bandung Giri Gahana Golf & Resort".
URI: http://repository.widyatama.ac.id/xmlui/handle/123456789/3003
Date: 2014


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Lembar Pengesahan.pdf 85.23Kb PDF View/Open
Abstrak.pdf 346.8Kb PDF View/Open
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Daftar Isi.pdf 275.8Kb PDF View/Open
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