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Details for Analisis Kepuasan Tamu Hotel Bintang Lima Di Jakarta
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NameAnalisis Kepuasan Tamu Hotel Bintang Lima Di Jakarta
Description
ANALISIS KEPUASAN TAMU HOTEL BINTANG LIMA DI  JAKARTA

Munawaroh

Abstract
 
Accomodation service such as hotel is one of tourism core businesses.  Guests’ satisfaction is a critical issue in recent condition as most hotels are competing fiercely to fulfill satisfactory level of occupancy. This research  aims to determine the relation between service quality and satisfaction level of five star hotel guests in Ja-karta, and factors influencing guests’ perception to five star hotel services. Guest satisfaction level and purpose of stay was analyzed using descriptive method, while factors influencing guests’ perception was analyzed with chi-square. These factors are assurance, empathy, responsiveness, and reliability. Overall, guests’ expecta-tion upon the services is higher than being given by the hotels. Re-sult showed that demographic factors such as: age, education level, and purpose of stay has significant impact on guests’ perception.
 
Kata kunci: hotel bintang lima, pelayanan, persepsi, kepuasan
 
FilenameAnalisis Kepuasan Tamu Hotel Bintang Lima Di Jakarta.pdf
Filesize239.49 kB
Filetypepdf (Mime Type: application/pdf)
Creatoradmin
Created On: 03/13/2009 14:37
ViewersEverybody
Maintained byEditor
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Last updated on 03/13/2009 14:37
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