Analysis of The Effect of Facility and Service Quality on Consumer Satisfaction

Erwin Pratama Sinaga (Faculty of Economics and Business, University of Labuhanbatu, Indonesia)
Marlina Siregar (Faculty of Economics and Business, University of Labuhanbatu, Indonesia)
Nurintan Asyiah Siregar (Faculty of Economics and Business, University of Labuhanbatu, Indonesia)

Quantitative Economics and Management Studies
Vol. 3 No. 5 (2022)

This study aims to determine the variable of facilities (X1 ) and service quality (X2 ) and the variable of customer satisfaction (Y). In this study, the population used was all consumers who had visited the Hotel Platinum Rantauprapat at least 1 time, and the sample was taken using the unknown population formula for as many as 100 respondents. Data was collected by distributing questionnaires using google Forms and measured by a Likert scale. The data analysis technique in this study uses PLS (partial least square) analysis which is a variant-based Structural Equation Modeling (SEM) equation analysis using SmartPLS 3 software. The results of this study indicate that facilities and service quality have a positive and significant effect on customer satisfaction