Pengaruh Dimensi Service Quality Terhadap Kepuasan Konsumen Hotel dan Dampaknya Terhadap Behaviour Intention (Studi Kasus Pada Hotel Aston Kuningan Suites - Jakarta)
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Notice bibliographique
Résumé
Penelitian ini bertujuan untuk menganalisis pengaruh dimensi kualitas layanan pada kepuasan pelanggan dan dampaknya pada kepuasan pelanggan. Pelanggan dari Aston Hotel Kuningan Suites, Jakarta diambil sebagai responden. Kedua data primer dan sekunder dikumpulkan. Data sekunder dikumpulkan dari berbagai sumber seperti jurnal, buku dan publikasi terkait lainnya. Data primer dikumpulkan dengan menggunakan kuesioner yang dibagikan kepada responden sasaran. Menggunakan teknik purposive sampling, sebanyak 100 responden dikumpulkan datanggapan yang valid adalah sebanyak 75 responden. Berbagai uji statistik seperti validitas, keandalan, dan asumsi tes klasik dilakukan. Menggunakan Metode Analisis ditemukan bahwa kecuali empati semua dimensi kualitas pelayanan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan dan juga kepuasan pelanggan memiliki pengaruh positif dan signifikan terhadap niat perilaku. Sementara itu, dimensi kualitas layanan kecuali jaminan memiliki pengaruh positif dan signifikan terhadap niat perilaku. Disarankan bahwa perusahaan harus membayar lebih banyak perhatian pada berbagai aspek seperti aspek emosional dan teknis. Penelitian lebih lanjut tentang harga dirasakan dan hubungan yang perlu. Kata kunci: kualitas pelayanan, kepuasan pelanggan, dan behaviour intention Abstract This study aims to analyze the effect of Service Quality dimensions on customer satisfaction and it's impact on customer satisfaction. Customers of Aston Hotel Kuningan Suites, Jakarta were taken as respondents. Both primary and secondary data were gathered. Secondary data were gathered from various sources such as journals, books and other related publications. Primary data were collected using questionnaire which were distributed to the target respondents. Using a purposive sampling technique, a total of 100 respondents were gathered of which 75 responses were valid . Various statistical tests such as validity, reliability and classical assumptions tests were employed. Using a Path Analysis it was found that except empathy all service quality dimensions had a positive and significant effect on customer satisfaction. and also customer satisfaction had a positive and significant effect on behavior intention. Meanwhile, service quality dimensions except assurance had a positive and significant effect on behavior intention. It is suggested that the company should pay more attention on various aspects such as emotional and technical aspects. Further research on perceived prices and relationship is need. Keywords: service quality, customer satisfaction, behavior intention. Daftar Pustaka Angelova. B. 2011. Measuring Customer Satisfaction and Service Quality Using American Customer Satisfaction Model (ACSI Model). Internasional Joournal of Academic Research in Bussiness and Science, Vol 1, No 3. 2011. Atmadja dan Lukas, S 2009. 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Customer Loyalty : How To Earn It, How To Keep It. Jossey-Bass. USA. Hadiyati, E. 2014. Service Quality and Performance of Public Sector : Study on Immigration Office Indonesia. International Journal of Marketing Studies. Vo 6 N0 6. Published by Canadian Centre of Science and Education. Handoko Hendroyono. 2012. Brand Gardener. Literati. Jakarta. Jalaludin Rakhmat. 2009. Metode Penelitian Komunikasi. Remaja Rosdakarya. Bandung. Jin Woo Park et al (2004). Effect of Airline Service quality on Psssenger’s Behaviour Intentions : a Korea case Study. Journal of Air Transpot Mangement. 10-435-439. Kartajaya, H dan Ridwansyah, A. 2012. Service With Character. PT Gramedia Pustaka Utama. Jakarta Kartajaya, H. 2004. Marketing In Venus. PT Gramedia Pustaka Media. Jakarta. Kisang Rye Hye-Rin Lee Woo Gon Kim. 2012. Influence of Quality of Phisical Environment, Food and Service on Restaurant Image, Customer perceived Value, Customer Satisfaction anf Behaviour Intention. 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M and Pons, F, 2002. Ten Years of Service quality Measurement : Reviewing the Use of Serqual Instrument. Afio 7 number 13. Esan cuadernos de diffusion. Osterwalder. A and Pigneur. Y. 2010 Business Model generation. John Wiley & Sons. Inc. New Jersey. Pena. MM, Maria-Santos, D, Tronchin, D.M.R and Melleiro, M.M, 2013. Use of Quality Model of Parasuraman, Zeithalm and Berry in YThe Healt Service. Rev Esc Enferm USP. Ramseok. P, Lukea-Bhiwaje, S.D andNasidoo. P, 2010. Service quality in the Public Sector. Internasional Journal in Management and Marketing Research. Vol 3 No 1. 2010. Ravichandran (2010) Influence of Service quality on banking Customer’s Behaviour Intentions. International Journal of Economic and Finance. Vol 2 No 4 2010. Reichheld, F.F., Markey, R.G. Jr. and Hopton, C. (2010), The loyalty effect: the relationship between loyalty and profits, European Business Journal, Vol. 12 No. 3, pp. 134-9. Rini, Endang Sulistya. 2009. 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Récupéré en direct depuis OpenAlex et désinversé. Les résumés ne sont pas conservés dans cette base de données : les index inversés représentent 8,6 Go des 9,3 Go de texte de la base, et le serveur dispose de 13 Go libres.
Prédiction distillée sur la base complète
Imitation des enseignantsNi prévalence calibrée, ni vérité terrain. Validation humaine à venir. Apprise à partir de 10 348 étiquettes directes de Codex et de 10 348 étiquettes directes de Gemma. Le mode candidate est l'union des têtes enseignantes seuillées; le consensus est leur intersection. Ces sorties portent le statut machine_predicted_unvalidated et ne sont ni des étiquettes humaines ni des étiquettes directes de modèles de pointe.
Scores Codex et Gemma par catégorie
| Catégorie | Codex | Gemma |
|---|---|---|
| Métarecherche | 0,002 | 0,001 |
| Méta-épidémiologie (sens strict) | 0,001 | 0,001 |
| Méta-épidémiologie (sens large) | 0,001 | 0,001 |
| Bibliométrie | 0,001 | 0,001 |
| Études des sciences et des technologies | 0,002 | 0,001 |
| Communication savante | 0,001 | 0,004 |
| Science ouverte | 0,002 | 0,002 |
| Intégrité de la recherche | 0,001 | 0,001 |
| Charge utile insuffisante (le modèle a refusé de juger) | 0,002 | 0,001 |
Scores machine (provisoires)
Les deux têtes enseignantes du modèle étudiant, lues sur ce travail. Un score ordonne la base pour la relecture; il n'affirme jamais une catégorie, et le statut de validation accompagne chaque rangée tel quel.
Scores de référence d'un modèle non mature (critères de maturité non atteints, 7 itérations). Un score ordonne; il n'affirme jamais une catégorie.
score_only:v0-immature-baseline · tel quel depuis la passe de notation : score_only signifie que le nombre peut ordonner les travaux, et qu'aucune étiquette de catégorie n'en découle