| Summary: | Quality of service is an expected level of excellence and control over the
level of excellence to meet customer desires. Satisfaction is the difference between
perceived performance to expectations. The study perpuse to examine and analyze
how much influence the quality service consisting of physical evidence (tangible),
reliability (reliability), responsiveness (responsiveness), guarantee (assurance),
and empathy (empathy) toward customer satisfaction Hotel Surya Yudha
Banjarnegara.
The study aims to determine the effect of customer satisfaction analysis at
Hotel Surya Yudha Banjarnegara as well as various service policies undertaken
by Hotel Surya Yudha Banjarnegara to improve customer satisfaction. The
research method used is descriptive kualitatif, which took a particular object to be
analyzed in depth by focusing on one problem. The data used is primary data and
secondary data. Primary data was collected through questionnaires and direct
observations with the hotel guests (customers) Hotel Surya Yudha Banjarnegara,
while the secondary data obtained from books or other sources.
The results of the study were that the quality of services Yudha
Banjarnegara Surya Hotel in either category, it is apparent from a good view of
the consumer about the physical appearance of the hotel, the affordability of the
location, physical condition, given the service employees, security and a form of
attention as well as the provision of information clearly with full hospitality. The
quality perceived by consumers have an impact on consumers' desire to visit
again even recommend to others as well as the presence of good quality in the
provision of services, foster consumer satisfaction.
|
|---|