Jurnal Eksis
Vol 12, No 1: April 2016

PENGUKURAN KUALITAS LAYANAN DAN KEPUASAN PELANGGAN PADA HOTEL MESRA AND BUSSINESS RESORT SAMARINDA DENGAN MENGGUNAKAN METODE SERVQUAL DAN IMPORTANT PERFORMANCE ANALYSIS

I Wayan Lanang (Unknown)
Evi Setiyowati (Unknown)

Article Info

Publish Date
20 Oct 2016

Abstract

The research aims to measure the quality of service provided by Hotel Mesra and Bussiness Resort Samarinda based on the service product dimension (Tangibility, Reliability, Resposiveness, Assurance, and Empathy) and analyzed using the ServQual and Importance-Performance Analysis. The research found the level of customer satifaction index was 78,80% which generaly means that the customers perceived that the service provided able to meet the customers satifactions. The research also found that there are some priorities for improvement due to service gap on dimension of assurance. Kata Kunci : Service quality, Customer satifaction, ServQual, Importance, Performance Analysis.

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Journal Info
Jurnal Eksis
Website

Abbrev

eksis

Publisher

Politeknik Negeri Samarinda

Subject

Economics, Econometrics & Finance Social Sciences Other

Description

Jurnal Eksis merupakan kumpulan dari penelitian-penelitian atau karya ilmiah dosen baik dari dosen perguruan tinggi negeri maupun swasta. Jurnal Eksis berisi karya ilmiah bidang ekonomi, sosial dan bisnis yang didirikan sejak tahun 2007 oleh jurusan akuntansi Politeknik Negeri Samarinda. Jurnal ...