Analisis Kepuasan Konsumen Dilihat dari Kualitas Pelayanan Penginapan Wisma Bhayangkara Tawangmangu

Oleh :
Puri Atika - F1208546 - Fak. Ekonomi dan Bisnis

This research aims to find out the effect of service quality dimensions consisting of tangibles and intangibles on the customer satisfaction in Wisma Bhayangkara Tawangmangu Inn. The research was carried out using survey method. The data source of research was primary data and the data collection was done by distributing questionnaire. The population of research was the guests staying in wisma Bhayangkara. The sample, consisting of 100 respondents, was taken using Non-probability sampling with accidental sampling, the sampling technique based on accident, that is, whoever found accidentally by the author and can become the sample if considered as appropriate. The variables studied are tangibles and intangibles as independent variable and customer satisfaction as dependent variable. Technique of measuring variable used was 5-point Likert scale. The analysis instrument used was Multiple-linear regression employed to analyze the effect of independent and dependent variables. The examinations carried out in this research were: validity, reliability, multicolinearity, autocorrelation, heteroscedasticity, and normality tests. Meanwhile the hypothesis testing used was a multiple regression coefficient and partial regression coefficient tests (t-test). Considering the result of research, the following regression formula is obtained: Y = 1.385 + 0.420X1 + 0.257X2. Based on the statistic data analysis, indicators in this research is valid and the variable is reliable. The result of partial test shows that tangibles and intangibles variables affect the customer satisfaction. Based on the result of analysis above, the author recommends that wisma Bhayangkara Tawangmangu should always improve the service it gives, both physical facility (tangible) and employees factor (intangible) that is able and willing to give good service to all guests of wisma Bhayangkara Tawangmangu.