The Role Of Quality Service In Increase Satisfaction Customers : A Study In Business University Hospitality

Abstract

Study This aiming For analyze dimensions Quality Services, analyzing attribute services, and analyze influence Quality Service to Satisfaction Customers in Business Hospitality. Open University (UT), as State Universities with Legal Entities (SU-LE) in Indonesia, operate various business units, including service hospitality like guesthouse and facilities meeting. Research This focus on analysis quality service and satisfaction customer in service UT's hospitality. UT aims to For increase flow non- tuition income through operation his business, making quality service the hospitality as aspect important from its performance in a way overall. Respondents who completed study This as many as 379 customers guesthouse and facilities meeting . Data used in study This is primary data sourced from from questionnaires distributed​ to customers. The research method used is analysis gap analysis, IPA analysis, and Structural Equation Model. Variables that influence satisfaction customer is variable tangible and responsive, whereas variables that can dependable, reassuring and empathetic No influence satisfaction UT guest house customers. Research This contribute to the attributes quality service and satisfaction customer in business state university hospitality. Research This is exploration preference every customer about perceived satisfaction and level​ the expected importance For services provided by a business hospitality.