Kualitas Layanan, Kepuasan Pelanggan, Loyalitas Pelanggan Di Nava Hotel Tawangmangu

Budiyanto, Eko Putro and , Muhammad Sholahuddin, S.E. M.Si. and , Dr. Edy Purwo Saputro, S.E,. M.Si (2024) Kualitas Layanan, Kepuasan Pelanggan, Loyalitas Pelanggan Di Nava Hotel Tawangmangu. Thesis thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This research aims to look at the relationship between service quality, customer satisfaction and customer loyalty. This research is descriptive research using survey methods. Data was collected through a questionnaire. Data analysis was carried out using SmartPLS. The research results show that there are still many hotels that must strive to continuously improve the quality of service to customers. This can include training employees to provide better service, ensuring facility cleanliness and maintenance, and listening to customer feedback to make necessary improvements. Hotels also need to design effective promotions to attract customers and provide tangible evidence of the benefits of staying there. This could involve loyalty programs, special discounts, or attractive vacation packages. This results in giving customers more power in choosing a hotel. They can focus more on hotels that offer tangible services and evidence that meet their needs and preferences.

Item Type:	Thesis (Thesis)
Uncontrolled Keywords:	service quality, customer satisfaction, customer loyalty, hotel industry
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HD Management, Business and Labor > HD28 Management > HD283 Marketing Management
Divisions:	Fakultas Pasca Sarjana > Magister Manajemen
Depositing User:	Unnamed user with username p100190030
Date Deposited:	31 Jan 2024 06:48
Last Modified:	31 Jan 2024 06:48
URI:	http://eprints.ums.ac.id/id/eprint/120578

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