PENGARUH KUALITAS PELAYANAN, SARANA DAN PRASARANA TERHADAP KEPUASAN SERTA DAMPAKNYA TERHADAP LOYALITAS KONSUMEN PADA INDUSTRI PERHOTELAN DI BANDA ACEH
DOI:
https://doi.org/10.35870/jemsi.v5i1.309Keywords:
Kualitas Pelayanan, Sarana dan Prasarana, Kepuasan, dan Loyalitas KonsumenAbstract
Tujuan penelitian ini adalah untuk mengetahui: (1) pengaruh kualitas pelayanan, sarana dan prasarana baik secara parsial maupun simultan terhadap kepuasan konsumen (2) pengaruh kualitas pelayanan, sarana dan prasarana baik secara parsial maupun simultan terhadap loyalitas konsumen (3) pengaruh kepuasan konsumen terhadap loyalitas konsumen (4) mengetahuai besarnya pengaruh kualitas pelayanan, sarana dan prasarana terhadap loyalitas konsumen melalui kepuasan konsumen Hotel Bintang Tiga di Kota Banda Aceh. Lokasi penelitian ini dilakukan pada tiga Hotel Bintang Tiga di Kota Banda Aceh, dengan jumlah responden sebanyak 150 orang. Hasil penelitian menunjukkan bahwa kualitas pelayanan, sarana dan prasarana secara simultan maupun parsial berpengaruh terhadap kepuasan pelanggan pada Hotel Bintang Tiga Banda Aceh. Kualitas pelayanan, sarana dan prasarana baik secara simultan maupun secara parsial berpengaruh terhadap loyalitas pelanggan pada Hotel Bintang Tiga Banda Aceh serta Kualitas pelayanan, sarana dan prasarana berpengaruh terhadap kinerja karyawan. Hal ini mengindikasikan bahwa secara tidak langsung kedua variabel tersebut juga dapat berpengaruh terhadap peningkatan loyalitas pelanggan melalui kepuasan pelanggan pada Hotel Bintang Tiga Banda Aceh.Downloads
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Published
2021-03-14
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How to Cite
Akbar, I. (2021). PENGARUH KUALITAS PELAYANAN, SARANA DAN PRASARANA TERHADAP KEPUASAN SERTA DAMPAKNYA TERHADAP LOYALITAS KONSUMEN PADA INDUSTRI PERHOTELAN DI BANDA ACEH. JEMSI (Jurnal Ekonomi, Manajemen, Dan Akuntansi), 5(1), 1-7. https://doi.org/10.35870/jemsi.v5i1.309
