Text

Analisis Kualitas Layanan Hotel New Sany Rosa Bandung / Jurnal Administrasi Bisnis Vol 9 (2) September 2013

---

ABSTRAK :rnrnIn this decade, hospitality is an industry that grows rapidly in Indonesia, notably in Bandung. New Sany Rosa Hotel Bandung is among the most popular hotels. Facing tough industry, transformation at this hotel was enforced. The new management delivered a change in customer satisfaction valuation, from suggestions or criticsrnto service quality. The objective is to identify if five dimensions of service quality impact the customer satisfaction and which dimension has most influence on customer satisfaction. Interview was conducted and questionnaires were disseminated to a hundred guests who stayed overnight. Result indicates that tangibility, empathy,rnreliability, responsiveness, and assurance have simultaneously and partially affected the satisfaction. Empathy is a dimension that influenced the customer satisfaction at this hotel the most.

---

Ketersediaan

Informasi Detail

Judul Seri

-

No. Panggil

651.05 PAW j C.1

Penerbit

Bandung : Center for Business Studies – CeBiS Jurusan Ilmu Administrasi Bisnis Fisip Unpar., 2013

Deskripsi Fisik

iv+100 hlm.; 17,5x25 cm

Bahasa

Indonesia

ISBN/ISSN

0216-1249

Klasifikasi

651.05 PAW j C.1

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

Vol 9 (2) September 2013

Subjek

service quality
tangibles
empathy
reliability
responsiveness
Assurance
customer satisfaction

Info Detail Spesifik

-

Pernyataan Tanggungjawab

-

Versi lain/terkait

Lampiran Berkas

Komentar

---

Anda harus masuk sebelum memberikan komentar