PENINGKATAN KEPUASAN KONSUMEN MELALUI KUALITAS LAYANAN
Bukti Fisik, Kehandalan, Daya Tanggap, Jaminan,Empati,, Kepuasan Konsumen.
Abstract
Tujuan dalam penelitian ini mengetahui 1) tanggapan konsumen tentang kualitas pelayanan Hotel Augusta, 2) pengaruh seara bersama-sama dan secara parsial kualitas pelayanan terhadap kepuaan konsumen. Metode penelitian adalah survey, bentuk penelitian deskriptif dan verifikatif dengan sampel penelitian sebanyak 100 konsumen. Berdasarkan hasil penelitian, tanggapan konsumen terhadap secara simultan dan parsial variabel kualitas pelayanan yang terdiri dari bukti fisik, kehandalan, daya tanggap, jaminan dan empati berpengaruh terhadap kepuasan kosnumen Hotel Augusta Kabupaten Sukabumi.
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