Analisis customer perceived service quality serta hubungannya dengan customer satisfaction dan customer behavioral intentions : (Studi kasus Hotel bumi asih jaya Bandung)
The increasing growth business of hotels in Bandung became the trigger of the competition between hotel owners to attract the customer. Service quality is one of many other factors which can creates competitive advantage in the competition amongs the other homogenous products. The previous research proved that service quality could give impacts towards customer satisfaction and customer behavioral intentions. This research is design to (1) find the dimension and main indicator which became the basis of customer perceived service quality, (2) test the relationship between customer perceived service quality, customer satisfaction, and customer behavioral intentions in hotel service context. Data in this research were collected from the questionnaire which is given to 300 hotel guests after they have experienced the hotel services. The SERVPERF measurement method by Cronin and Taylor (1992) is applied in this research for measuring customer perceived service quality. Factor analysis and factor loading conducted to obtain the main dimension and the main indicator which used by consumers to evaluate perceived service quality. One conceptual framework and three hypotheses are tested using Structural Equation Modelling (SEM) to find the pattern of relationship between customer perceived service quality, customer satisfaction, and customer behavioral intentions. The conclusion of this research highlited that dimension of empathy and the indicator of the employee understanding of customer needs became the main predictor which base the customer perceived service quality, and also support the applicability from SERVPERF instrument in the service hotel context. Along with the previous research, the structural equation model highlited customer perceived service quality as the antecedent of customer satisfaction, and customer satisfaction as a stronger predictor of customer behavioral intentions compared to perceived service quality. Interpretations, limitations, and implications for manager are discussedAda tabel
Call Number | Location | Available |
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6323 | PSB lt.2 - Karya Akhir | 1 |
Penerbit | Depok Departemen Manajemen, Fakultas Ekonomi Universitas Indonesia., 2009 |
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Edisi | - |
Subjek | Consumer satisfaction Service quality Hotels : Consumer behavioral |
ISBN/ISSN | - |
Klasifikasi | - |
Deskripsi Fisik | xiii, 140 p. , 13 p. : diagr., il ; 30 cm & lamp. |
Info Detail Spesifik | - |
Other Version/Related | Tidak tersedia versi lain |
Lampiran Berkas | Tidak Ada Data |