“ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN HOTEL” (Studi Kasus pada Hotel Ciputra di Semarang)

Abstract

This study aims to analyze the five hypotheses: 1. Influence the reliability of customersatisfaction, 2. Influence responsiveness to customer satisfaction, 3. Effect of a guarantee of customer satisfaction, 4. The influence of empathy towards customersatisfaction, 5. Effect of physical evidence to the satisfaction of consumers. This research was conducted by random sampling technique with the considerationthat the population is very large so it is not possible to examine the entirepopulation, so it formed a representative population. The sample in this study is partof the overall customer staying at the hotel Ciputra Semarang. The results showed that all five hypotheses can be accepted. The study produced a positive and significant relationship between the five variables with customersatisfaction in the hotel Ciputra Semarang. This is evidenced by a significant F testwhere the value 0.000. The coefficient of determination on customer satisfactionindicated by the Rsquare is 0.534, which means that customer satisfaction is influenced by the five variables, whereas 46.6% of consumer satisfaction can beexplained by variables other than the