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All Journal Jurnal Ekonomi, Manajemen, Akuntansi dan Keuangan
Dwi Nanda, Faradila
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The influence of service quality on Customer satisfaction of cordela iin hotel in bengkulu Dwi Nanda, Faradila; Handayani, Sri; Febliansa, Rahman
Jurnal Ekonomi, Manajemen, Akuntansi dan Keuangan Vol. 5 No. 1 (2024): Januari
Publisher : Penerbit Jurnal Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53697/emak.v5i1.1554

Abstract

The aim of this research is to describe and analyze the influence of service quality on customer satisfaction at Cordela Inn Hotel Bengkulu. This type of research uses quantitative research methods. The sampling technique used a questionnaire of 75 respondents. Data analysis uses Multiple Linear Regression analysis. The results of the analysis show a significant positive influence on the variables Reliability, responsiveness, guarantee, empathy and physical evidence on customer satisfaction at Cordela Inn Hotel Bengkulu. Reliability (X1) on customer satisfaction at Cordela Inn Hotel Bengkulu because t count is greater than t table (3.990>1.666) with a significant value of 0.00 < 0.05. because t-count is greater than t-table and the significant value is 0.05, H0 is rejected and Ha is accepted, significantly positive between Responsiveness Variable X2 on customer satisfaction at Cordela Inn Hotel Bengkulu because t-count is smaller than t-table ( 3.181>1.666) with a significant value of 0.02 < 0.05. Because the value of t-count is greater than t-table and the significant value is 0.05 then H0 is rejected and Ha is accepted, Guarantee Variable with a significant value of 0.00< 0.05. Because the value of t- count is smaller than t-table and the significant value is 0.05, then H0 is rejected and Ha is accepted, Empathy with a significant value of 0.00 <0.05. Because the value of t- count is greater than t-table and the significant value is 0.05 then H0 is rejected and Ha is accepted, Physical Evidence with a significant value of 0.00<0.05. Because the value of t- count is greater than t-table and the significant value is 0.05, H0 is rejected and Ha is accepted.
Co-Authors Febliansa, Rahman Handayani, Sri