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All Journal Management Analysis Journal Jurnal STIE Semarang (Edisi Elektronik) Jurnal Ilmiah Fokus Ekonomi, Manajemen, Bisnis & Akuntansi (EMBA) Jurnal Pengabdian Kepada Masyarakat E-Prosiding Seminar Nasional Manajemen dan Akuntansi STIE Semarang (SENMAS) Management Analysis Journal
jefri Heridiansyah
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences Other

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Journal : Management Analysis Journal

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Analysis of Effect on Service Recovery Four Star Hotel in Semarang City Heridiansyah, Jefri; Susetyarsi, Theresia; Indriastuti, Ariyani; Triasningrum, Frida Widyawati
Management Analysis Journal Vol 9 No 4 (2020): Management Analysis Journal
Publisher : Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/maj.v9i4.40745

Abstract

The purpose of this study is to find out: (1) How much influence does customer satisfaction have on the four-star hotel service recovery in Semarang City. (2) How much impact of customer trust on the service recovery of four-star hotels in Semarang, (3) How big is the influence of customer commitment on service recovery for four-star hotels in Semarang City. The sample in this study amounted to 57 respondents or customers. This study was analyzed using multiple linear regression includes the T-test, F test, and the coefficient of determination. Based on the results of the research and discussions, it can conclude that there is an effect of customer satisfaction on service recovery, there is an effect of customer trust on service recovery also there is an effect of customer commitment on service recovery.
Analysis of Effect on Service Recovery Four Star Hotel in Semarang City Heridiansyah, Jefri; Susetyarsi, Theresia; Indriastuti, Ariyani; Triasningrum, Frida Widyawati
Management Analysis Journal Vol 9 No 4 (2020): Management Analysis Journal
Publisher : Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/maj.v9i4.40745

Abstract

The purpose of this study is to find out: (1) How much influence does customer satisfaction have on the four-star hotel service recovery in Semarang City. (2) How much impact of customer trust on the service recovery of four-star hotels in Semarang, (3) How big is the influence of customer commitment on service recovery for four-star hotels in Semarang City. The sample in this study amounted to 57 respondents or customers. This study was analyzed using multiple linear regression includes the T-test, F test, and the coefficient of determination. Based on the results of the research and discussions, it can conclude that there is an effect of customer satisfaction on service recovery, there is an effect of customer trust on service recovery also there is an effect of customer commitment on service recovery.
Co-Authors Agus Kurniawan Agus Kurniawan Agus Kurniawan Ananda, Rimba Regi Arif Sulistiyono Ariyani Indriastuti, Ariyani Catur Prabowo Dwi Prawani SR Dwi Prawani SR, Dwi Prawani Janah, Rondatul Marhamah Marhamah Marhamah Marhamah Marlina Kusumawati Marsiska Ariesta Putri Meilinda, Amalia Dity Nor Rohmah, Ihda Rahmi Yuliana Redjeki, Dwi Prawani Sri Rudika Harminingtyas Safari, Teti Sri Wiranti Setiyanti Sujadi Sujadi Th Susetyarsi Th. Susetyarsi Theresia Susetyarsi Theresia Susetyarsi Triasningrum, Frida Widyawati WAHYUDI Warno Warno Wati, Erlina Agustin Eka Wibowo, Purnomo Ari Widaryanti Widaryanti, Widaryanti Yanti, Ella Novi Zai, Aliyanus