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Analisis kepuasan konsumen terhadap kualitas jasa Hotel Cianjur - Cipanas
Hospitality Business in West Java is developed rapidly due to the high number
of new hotels with "melati" up to international classes are keep coming out recently. It
creates an strict competition in Hospitality business.
Hotel Cianjur-Cipanas is a boutique hotel which located at Jalan Raya Cipanas
Km 81,3 Cipanas- Cianjur- West Java. Hotel Cianjur- Cipanas is facing the strict
competition with others hotels in its area. Because of this, an outstanding service
quality is needed in order to maintain the business.
The service quality is an asset which is valued by the costumers in making a
decision about the quality of that business. Service quality is divided into five
categories which are tangibles, reliability, responsiveness, assurance, and empathy.
Consumer's satisfaction toward those five factors is measured by comparing the
expectation and service provided which is experienced by the costumers. When the
service is better than the expectation, the consumers will be satisfied with the service
provided. In the other hand, if the expectation is higher than the actual service, the
consumers will be unsatisfied.
The purpose of this study is to mark out the consumer's satisfaction toward the
service provided by Hotel Cianjur-Cipanas by comparing the value of expectation and
perceived, which are experienced by the consumers.
The type of research is analytical descriptive research and the method used in
this research is survey method. Data is collected by distribution questionnaires,
observation, interviews, and case study.
The results of this research is that consumers are not satisfied with the quality
of services rendered Hotel Cianjur - Cipanas. The biggest gap between expectations
and reality that is felt occurs in employee politeness indicators. While the smallest gap
Barcode | Tipe Koleksi | Nomor Panggil | Lokasi | Status | |
---|---|---|---|---|---|
skp11226 | DIG - FISIP | Skripsi | AB SAN a/11 | Perpustakaan | Tersedia namun tidak untuk dipinjamkan - Missing |
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