Pengaruh Kualitas Pelayanan Jasa, Harga Dan Fasilitas Terhadap Kepuasan Konsumen Hotel Fatma Di Tenggarong

Abstract

The purpose of this thesis wanted to know and assess the level of Influence of Service Quality, Price and facility to Customer Satisfaction.Where the study was conducted in Hotel Fatma Tenggarong which is located on Jalan KH. Akhmad Muksim Timbau Tenggarong. This study is a qualitative research with descriptive design. Where variables are used more than one, then the analysis model used is a model of Multiple Linear Regression Analysis. The total of independent variable are 3 those are quality of service (X1), price (X2), and facilities (X3). Then the dependent variable is customer satisfaction (Y).

This study took a sample of 76 people of the total population of the 96 people who performed during the month of August, 2014. So the authors took a sample daily average of 2-3 people who come to the Hotel Fatma Tenggarong. From the research results expressed that the statement of first hypothesis in the research which stated "that the quality of service, price, and the facility has a significant influence on Hotel Fatma Tenggarong’s consumer satisfaction" accepted because the truth was proved. It is strengthened by the results of the R number is 0.832. It is that the correlation between the variables of service quality, price, and facility to consumer satisfaction is a very strong relationship.

Then the statement of the second hypothesis which states "that the variable quality of service has the most dominant influence on consumer satisfaction at Hotel Fatma Tenggarong" acceptable. Based on correlation tables showed that the variable quality of service has the most dominant influence on customer satisfaction which is equal to 0.595 or 59.5% followed by the variable price of 0.577 or 57.7% and variable facilities 0.542 or 54.2%.

Keywords: Facilities, Price, Satisfaction and Service Quality