PENGARUH KUALITAS PELAYANAN RBC DAN FOC TERHADAP KEPUASAN KONSUMEN HOTEL DI KABUPATEN BADUNG
Abstract views: 86 , PDF downloads: 83
The purpose of this research was to examine the effect of restaurant and bar cashier and front office cashier service on customer satisfaction. The research method used was Non Probability Sampling technique by using Accidental Sampling as the sampling method. The research was conducted in four and five star hotels in Badung regency, period of 1 September until 1 October 2015. Data collection techniques used were interview, observation, and literature study. Meanwhile, descriptive and multiple linear regression were used as data analysis technique. The result showed that the restaurant and bar cashier and front office cashier service quality had a positive and significant effect on customer satisfaction.With the regression equation is: Customer Satisfaction = 9,947 - 0,193 KKD + 0,314 KRB + e, or can be interpreted that if the independent variable was considered fixed, then the consumer satisfaction would increase 9.947. If the front office cashier service was increased by one unit, then the consumer satisfaction would l increase by 0.187 units. If the restaurant and bar cashier service was increased by one unit, then the consumer satisfaction would increase by 0.314 units.
Ferdinand, A. 2006. Metode Penelitian Manajemen : Pedoman Penelitian untuk Penulisan Skripsi, Tesis, dan Disertasi Ilmu Manajemen. Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, I. 2005. Aplikasi Analisis Multivariate dengan Program SPSS.
Kotler, Philip dan A.B Susanto. 2000. Manajemen Pemasaran Jasa Di Indonesia, Analisis Perencanaan, Implementasi dan Ppengendalian (Edisi pertama). Jakarta: Salemba Empat.
Kotler, Philip. 2002. Manajemen Pemasaran (Edisi Milenium). Jakarta: PT. Prenhalindo.
Lupiyoadi, R. 2004. Manajemen Pemasaran Jasa : Teori dan Pratek. Jakarta: PT. Salemba Empat.
---------------------- danA. Hamdani. 2006. Manajemen Pemasaran Jasa. Jakarta: PT. Salemba Empat.
Rangkuti, F. 2002. Measuring Customer Satisfaction (Cetakan Ketiga). Jakarta: PT. Gramedia Pustaka Utama.
Sudarsana, I. K. (2015). Peran Pendidikan Non Formal dalam Pemberdayaan Perempuan. In Seminar Nasional (No. ISBN: 978-602-72630-0-0, pp. 135-139). Lembaga Penelitian dan Pengabdian Pada Masyarakat IHDN Denpasar.
Sudarsana, I. K. (2013). Pentingnya Organisasi Profesi, Sertifikasi dan Akreditasi sebagai Penguatan Eksistensi Pendidikan Nonformal. In International Seminar (No. ISBN: 978-602-17016-2-1, pp. 176-187). Department Of Nonformal Faculty Of Education UPI.
Tjiptono, F. 2004. Pemasaran Jasa. Malang: Bayumedia.
------------------- danGregorius Chandra. 2005. Service Quality Satisfaction. Yogyakarta: Penerbit Andi.
Wisnalmawati. 2005. Pengaruh Persepsi Dimensi Kualitas Layanan Terhadap Niat Pembelian Ulang. Jurnal Ekonomi dan Bisnis,No.3Jilid10, 2005,h.15
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access)