PENGARUH KUALITAS PELAYANAN TERHADAP KEPUTUSAN MENGINAP PADA HOTEL AVILLA PANGKALAN BUN

Siti Khotimah, Rustam Effendi, Lisnawati Lisnawati

Sari


The development of business competition in Indonesia is one of the phenomena that is very interesting to be discussed, especially with the globalization in the economic field which raises the possibility of foreign businessmen to participate to compete in attracting local customers. Hotel Avilla is one hotel that is located in Jl. Pangeran Diponegoro No. 81 Pangkalan Bun. Mr. Nomo Nurjoko as HR Hotel Avilla Pangkalan Bun said that in past years the hotel was doing some renovations, but with improved facilities to do this is not intended to reduce the comfort of the hotel guests, but to improve the facilities and the feasibility of space hotel, this is done for providing service for guests staying fully.
The formulation of the issues raised in this study, is: "How does the quality of service to the decision to stay at Hotel Avilla Pangkalan Bun?". The purpose of this study was to determine the effect of service quality on the decision to stay at Hotel Avilla Pangkalan Bun.
For processing the data previously determined data quality with reliability and validity testing while analysis using regression analysis, t test and F.
It can be concluded partial physical evidence, reliability, responsiveness, assurance and empathy significantly influence the consumer's decision to stay at Hotel Avilla Pangkalan Bun. It can be seen from the results of the t ie physical evidence (X1) of 4,331, reliability (X2) is 2,882, responsiveness (X3) of 2.946, a guarantee (X4) of 2.391 and empathy (X5) amounted to 1,670 t table amounted to 1.661 , while simultaneously with the value f calculated in the amount of 67.340 (67%), namely the means of physical evidence, reliability, responsiveness, assurance and empathy together have a significant effect on the decision to stay so H0 is rejected, and hypothesis Ha accepted.

Kata Kunci


Physical Evidence, Reliability, Reponsiveness, Assurance, Empathy And Stay Decision

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Referensi


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