PENGARUH SERVICESCAPE TERHADAP KEPUASAN PELANGGAN DI PADMA HOTEL BANDUNG

Regina, Olivia Mardjuni (2021) PENGARUH SERVICESCAPE TERHADAP KEPUASAN PELANGGAN DI PADMA HOTEL BANDUNG. D4 thesis, Poltekpar NHI Bandung.

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Abstract

The hotel industry sector is one of the industries affected by the spread of Covid-19.Tto increase occupancy, a differentiation is needed that is able to attract consumer interest. Servicescape can be a picture or a marker of the quality that will be obtained by the customer so that it can influence the perception and attractiveness of the customer. This study uses descriptive analysis with a quantitative approach and simple linear regression analysis with 110 respondents who are customers of Padma Hotel Bandung. The data collection method that the researchers used was observation using check lists and questionnaires to get customer responses. From the results of this study, it is known that servicescape has a positive and significant effect on customer satisfaction with a correlation coefficient of 0.789. And the coefficient of determination is 55.8% while the other 44.2% is the contribution of other variables that were not examined by the researcher. Keywords : servicescape, customer satisfaction

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