PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PENGGUNA JASA HOTEL BINTANG TIGA DI KOTA AMBON

Abstract

This study aimed to determine the effect of service quality on customer satisfaction service users
three-star hotel in the city of Ambon. Data was collected using questionnaires to 100 respondents
who are the sample of the study population were taken by non-probability sampling method with
convenience sampling technique. Collected data were analyzed using multiple regression analysis
of quantitative methods. The results showed that the quality of service simultaneously and partially
positive and significant impact on consumer satisfaction service users three-star hotel in the city of
Ambon. Therefore, it is suggested that the management of each of the three star hotels can
constantly improve the quality of services, among others, by providing the opportunity for
employees to participate in education and training relevant to their job duties.
Keywords: service quality, customer satisfaction