Similiarity Check : ANALISIS HUBUNGAN KUALITAS PELAYANAN DAN TINGKAT KEPUASAN PELANGGAN OUTLET COFFEE SHOP

Lamiah, Riedel and Rondonuwu, Dianne O. and Takaendengan, Mita Erdiaty (2014) Similiarity Check : ANALISIS HUBUNGAN KUALITAS PELAYANAN DAN TINGKAT KEPUASAN PELANGGAN OUTLET COFFEE SHOP. JURNAL HOSPITALITI DAN PARIWISATA, 1 (1). ISSN 2354-8355

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Abstract

Analysis of Relation Between Service Quality and Level of Satisfaction Of Outlet Cofee Shop Customers. Community demand of high quality becomes very important for the service providers including hotel industry. To win the competition, hotels compete in giving high quality services. The aim of this research was to measure to what extent was trhe influence of service quality on the guests satisfaction at Cakrawala Cofee Shop of Aryaduta Hotel Manado. The type of this research is descriptive qualitative method with the five dimentions of service quality. SERVQUAL) which are direct evidence, dependability, responsiveness, assurance and emphaty. The results of research using spearman correlation test show that there is a significant relationship between quality of service and the guests satisfaction. By using the linear regression test, it was shown that there was a significant influence between the two variables. Based on the correlation and regression test, it was proved that the service quality at Cakrawala Coffe Shop Hotel of Aryaduta Manado had a positive and Significant influence on the customers (guests) satisfaction

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