A`mar, Jauharul (2014) Pengaruh Kualitas Pelayanan Prima Terhadap Kepuasan Pelanggan Pada Country Heritage Resort Hotel Surabaya. Undergraduate thesis, Untag 1945 Surabaya.
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Abstract
Masalah penelitian ini berawal dari adanya ketidak puasan pelanggan karena kurang maksimalnya pelayanan yang diberikan dalam melayani pelanggan oleh karena itu pihak perusahaan dalam bidang usaha jasa mengutamakan pelayanan prima (service excellent), yang mencakup faktor Attitude, Attention, Action, Appearance, dan Accounttability . Hasil penelitian yang menyatakan variabel Action paling dominan terhadap kepuasan pelanggan dari pada variabel lain seperti Attitude, Attention, Appearance, dan yang tidak mempunyai pengaruh terhadap kepuasan pelanggan yaitu variabel Accounttability. Metode penelitian yang digunakan adalah jenis penelitian kuantitatif dan kualitatif yaitu mengumpulkan data, mencari fakta, kemudian dianalisis dan diinterpretasikan berdasarkan landasan teori yang ada. Adapun teknik pengumpulan data adalah studi kepustakaan dan studi lapangan melalui observasi dan wawancara. Hasil penelitian menunjukan bahwa kegiatan pelayanan prima di Country Heritage Resort Hotel Surabaya sudah berjalan dengan baik. Berdasarkan penelitian ini dapat disimpulkan bahwa kegiatan pelayanan prima di Country Heritage Resort Hotel Surabaya menunjukkan bahwa 56,9 % variable kepuasan pelanggan dipengaruhi oleh variabel bebasnya, yaitu Attitude (X1), Attention (X2), Action (X3), Appearance (X4), dan Accounttability (X5), sementara sisanya 43,1% variabel kepuasan pelanggan dipengaruhi oleh variabel-variabel lain yang tidak dibahas dalam penelitian ini. Adapun kegiatan yang bisa dilakukan untuk kegiatan pelayanan prima dengan cara meningkatkan kualitas kerja, memberikan pelayanan yang cepat dan tanggap, meningkatkan kesopanan, menjaga mutu pelayanan, menjaga penampilan yang baik dan sopan.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | PELAYANAN PRIMA |
| Subjects: | K Law > K Law (General) |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Bisnis |
| Depositing User: | Didik Ahmad |
| Date Deposited: | 26 Nov 2021 06:41 |
| Last Modified: | 26 Nov 2021 06:41 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/12705 |
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