Analysis Of Customer Satisfaction Level On Service Quality Of Three-Star Hotel In Pekanbaru

摘要

This study aims to examine the effect on the level of customer satisfaction on service quality consisting of Tangible, Empathy, Reliability, Responsiveness and Assurance at Pekanbaru Three Star Hotels. In this study the intended population is all service users at Furaya Hotel and Ibis Pekanbaru. The number of samples selected from the population studied was used using the Slovin method. The type of data used in this study are qualitative and quantitative data. In collecting data from respondents, the authors used questionnaire and interview methods. The results of the study show that in general the quality of services available at Furaya Hotel Pekanbaru and Ibis Hotel Pekanbaru have been good or satisfying for the hotel customers. Sequentially the best or most satisfying dimensions are Tangible, Responsiveness, Assurance, Empathy and Reliability. From the research that has been done shows that the results of this study are using a superior customer service strategy, where companies try to provide more or best service for customer satisfaction.