PENGARUH FASILITAS, KUALITAS LAYANAN, PERSEPSI HARGA DAN LOKASI TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Konsumen Wisata Bahari Lamongan)

NIKMAH, KHOLISOTUN (2018) PENGARUH FASILITAS, KUALITAS LAYANAN, PERSEPSI HARGA DAN LOKASI TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Konsumen Wisata Bahari Lamongan). Undergraduate thesis, UNIVERSITAS 17 AGUSTUS 1945.

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Abstract

Business competition in Indonesia is now increasingly tight. It is also felt by the business industry players in the field of tourism services such as owners - owners of tourism in Lamongan district. Marine Tourism Lamongan is one of the largest tourist attractions in Lamongan. Marine Tourism Lamongan must know several factors - factors that affect customer satisfaction. Marine Tourism Lamongan should improve some facilities that are still lacking that can improve customer satisfaction. This study aims to determine the effect of facilities, service quality, price perceptions and location either partially or simultaneously to customer satisfaction in Marine Tourism Lamongan. The sampling method used is incidental sampling. The sample in this research is 100 respondents. Data collection using questionnaires that have been tested using validity and reliability test and conducted data analysis using multiple linear analysis method, hypothesis testing through t test and F test, and analysis of coefficient of determination (R2). The results in this study indicate that: 1)The facility is partially positively and significantly affects the customer satisfaction in the results of the value of t arithmetic 2.351 with a significant level of 0.006. 2)Quality of Service partially positively and positively to the satisfaction of consumers who show from the results t value 2.866 with a significant level of 0.021. 3)Price Perceptions partially positively and significantly to the satisfaction of consumers who are shown from the results of t arithmetic 2,000 with a significant level of 0.005. 4)Location partially negatively and not significant impact on customer satisfaction which is indicated from the value of t value t count -0,900 and significant level 0,371. 5)Facilities (X1), Quality of Service (X2), Price Perceptions (X3) and Location (X4) simultaneously simultaneously affect the customer satisfaction (Y) indicated from the F calculation of 7.450 with a significant level of 0.000 and can be written regression equation Y = 8,268 + 0,368 X1 + 0,186 X2 + 0,315 X2 - 0,114 X4. With the influence of all independent variables on the dependent variable in this study amounted to 23,9% while the rest of 76.1% influenced by other variables outside the model under study

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