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Details for Faktor-Faktor Yang Mempengaruhi Harapan Pelanggan Di Hotel
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NameFaktor-Faktor Yang Mempengaruhi Harapan Pelanggan Di Hotel
Description
FAKTOR-FAKTOR YANG MEMPENGARUHI HARAPAN PELANGGAN DI HOTEL
(Studi Kasus di Hotel Novotel, Bogor)

HIMAWAN BRAHMANTYO, KUSMAYADI, FETTY ASMANIATI

Abstract
 
Tourism in Indonesia are now facing the problem of low standard of service quality. Hotel plays an important role in provid-ing satisfactory service for customers, especially tourists, in hope of expanding one’s length of stay.  The research aims to determine the factors that influence the hotel customers expec-tancy, and which factors are the most influential to the hotel customers’ hope. The method being used is verification re-search with 98 respondents, and collected data  was analyzed using multiple regressions. The result of this research showed that (1) independent variable (such as past experiences, needs and other experiences)  influenced dependent variable of hotel customers expectancy; (2)  free variable of needs (x2) has prob-ability less than 0.05 so it was significantly influencing the ho-tel customers hope, and two other variables, past experience (x1) and other experience (x3), showed probability higher than 0.05, but did not influence the hotel customers hope.
 
Kata kunci: hotel, harapan pelanggan, mutu pelayanan
FilenameFAKTOR-FAKTOR YANG MEMPENGARUHI HARAPAN PELANGGAN DI HOTEL.pdf
Filesize188.16 kB
Filetypepdf (Mime Type: application/pdf)
Creatoradmin
Created On: 03/13/2009 14:17
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Maintained byEditor
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Last updated on 03/13/2009 14:18
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