| Summary: | In dealing with increasingly fierce competition in hotel industry, every hotel
should be able to provide products or service in accordance with the customers
desires in order to win the competition. This research tries to identify: influence of
service quality which consists of: interaction quality, environment quality and
outcome quality toward customer satisfaction and repurchase intention at a hotel
located in Pontianak, West Kalimantan. The method of analysis employed are
multiple regression and simple linear regression. This study uses 145 data
respondents who have stayed at Hotel X. Results of research show that outcome
quality has a significant positive influence on customer satisfaction and
repurchase intention, and customer satisfaction has a significant positive influence
on repurchase intention. The conclusion of this study is that 3 dimensions of
service quality consisting of interaction quality, environment quality and outcome
quality are very significant simultaneously have influence on customer
satisfaction and repurchase intention. Partially interaction quality and
environmental quality have no significant influence on customer satisfaction and
repurchase intention.
|
|---|