Abstract

This study aims to determine the effect of service quality toward satisfaction at Hotels in Sinjai. The populations in this study are customers who use the service of hospitality services at the Hotels, as many as 135 customers with a sample of 100 respondents. Data collection methods in this study were questionnaires, interviews, and documentation. Data analysis methods used descriptive and quantitative methods. Regression linear analysis used to measure the influence of service quality toward satisfaction at Hotels in Sinjai which consists of physical evidence (tangible), reliability, responsiveness, assurance, empathy. Based on F test of the independent variables, jointly have the positive effect on the dependent variable of satisfaction. Through testing the correlation coefficient (R) is obtained that level of correlation or relationship between physical evidence (tangible), reliability, responsiveness, assurance, empathy Toward Satisfaction is a high relationship. Assurance is the most dominant factor influencing satisfaction at Hotels in Sinjai.

Keywords: Satisfaction, Service Quality, District Sinjai, Hospitality Entrepreneurship

JEL Classification: J28, L84

Penulis: Hamzah Ella

Artikel ini telah dipublikasikan pada Managerial Marketing eJournal, Vol. 9, No. 2; Jan. 10, 2017.

Artikel ini juga telah direview oleh reviewer internal Universitas Muslim Indonesia (UMI) Makassar. Berikut hasil review dari reviewer internal:

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