PENGARUH DIMENSI SERVICE QUALITY DAN OUTCOME QUALITY TERHADAP KESETIAAN PELANGGAN MELALUI KEPUASAN PELANGGAN PADA HOTEL KELAS MENENGAH
DOI:
https://doi.org/10.35794/jmbi.v10i2.49011Abstrak
Penelitian ini bertujuan untuk menganalisis pengaruh dimensi Service Quality dan Outcome Quality terhadap Customer Satisfaction dan Customer Loyalty pada Hotel – hotel berbintang tiga di Surabaya.Variabel Independen pada penelitian ini adalah Service Quality dengan dimensi – dimensinya ; Tangibles, Reliability, Responsiveness, Assurance, Empathy, Outcome Quality dengan deimensi – dimensinya ; Valence, Waiting Time dan Sociability. Penelitian ini bersifat Kausal dan menggunakan metode penelitian Kuantitatif. Data dari penelitian ini akan dikumpulkan secara primer melalui penyebaran kuesioner. Dimensi Service Quality sering kali disebut sebagai faktor utama untuk memenuhi kepuasan pelanggan. Masih jarang penelitian mengenai pengaruh Outcome Quality terhadap kepuasan pelanggan di lakukan, terutama di Indonesia. Penelitian ini akan menunjukkan dimensi service quality dan outcome quality yang paling berpengaruh pada Customer Satisfaction di Hotel bintang tiga di Surabaya, serta pengaruh Customer Satisfaction terhadap Customer Loyalty di Hotel Bintang 3 di Surabaya.
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