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All Journal Amsir Management Journal
Ulfa Natsir
Sekolah Tinggi Ilmu Ekonomi (STIE) Amsir
Economics, Econometrics & Finance

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Service Quality and Customer Satisfaction at Kenari Hotel Parepare Hamzah Mustakim; Pandi Putra; Ulfa Natsir
Amsir Management Journal Vol 1 No 1 (2020): Oktober
Publisher : Fakultas Ekonomi dan Bisnis Institut Ilmu Sosial dan Bisnis Andi Sapada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56341/amj.v1i1.16

Abstract

This research aims to reveal the effect of service quality, namely physical evidence, reliability, responsiveness, assurance, empathy in creating customer satisfaction. The theory used in this research takes the theory of service marketing management, service quality, customer behavior, customer satisfaction. Samples were taken of 60 respondents and analyzed using multiple linear regression analysis tools, using the SPSS 20 application. The results of the research in this article are related to service quality both partially and simultaneously, which influences customer satisfaction and the result is that the average respondents chose answers to agree and only neutral or quite satisfied.
Co-Authors Hamzah Mustakim