Kualitas Pelayanan Terhadap Kepuasan Konsumen Hotel Gran Puri Manado

Abstract

This study aims to analyze the effect of service quality which consists of 5 indicators, namely physical evidence, reliability, responsiveness, assurance, and empathy on customer satisfaction at Hotel Gran Puri Manado. This research is a quantitative research. This study uses primary and secondary data obtained from distributing questionnaires. The number of samples in this study was 30 responded. This study uses simple regression analysis techniques. Data that meets the analytical technique are processed using the SPSS (Statistical Package for social science). Based on the result of the statistical test, it was found that service quality (physical evidence, reliability, responsiveness, assurance, empathy) has a positif effect on customer satisfaction. Of the five indicators of service quality (physical evidence, reliability, responsiveness, assurance and empathy) the indicator of responsiveness is the most dominant.