Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Hotel Best Western The Lagoon Manado

Abstract

This study aims to determine and prove how much influence the quality of service on customer satisfaction Best Western Hotel the Lagoon Manado. The populations in this study are consumers who stay at the Best Western Hotel The Lagoon Manado. The sample was taken as many as 80 respondents using a sampling technique using non-probability methods, namely purposive sampling. One of the factors that determine the level of success and quality of the company is the company's ability to provide services to customers. Every business is competing to produce the best quality service for its consumers. Based on the results of research and data analysis, a regression equation is produced, namely the value of determination. This means that consumer satisfaction is influenced by the independent variable (service quality) which consists of reliability, responsiveness, assurance, empathy, and physical evidence. While the rest influenced by variables outsides of this study. So further research suggested examine the variables that are outsides this study. From this study found that service quality has a positive effect on customer satisfaction at the Best Western Hotel the Lagoon Manado. With the existence of service quality which has an increasingly greater impact on customer satisfaction, it is hoped that the company will further improve its service so that consumers become loyal to using hotel services and what customer needs can be realized so that customer satisfaction can be created.