STUDI EKSPLORASI TERHADAP KUALITAS LAYANAN HOTEL MENGGUNAKAN PENDEKATAN MODIFIKASI SERVQUAL

Abstract

Now, hotel becoming an important requirement. The hotel has a service quality if consumers are satisfied with the service. Supporting the development efforts Hotel Paradiso Makassar to much better responding customers/guests needs and desires, first management must know customers expectations and perceptions of this hotel. The purpose of this study was to determine the variables that affect the quality of service and determine customer satisfaction the service quality at the Hotel Paradiso Makassar by employing modified SERVQUAL approach using a principal component factor analysis with a varimax rotation technique. There are eleven variables that affect the service quality. The result from the regression analysis suggest that there are several variables that affect overall customer satisfaction, the variables are competence variable, extra services and brochures variable, yard and food variable, reliability and facilities variable, and accuracy variable.