Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Menggunakan Jasa Penginapan Gunung Gare Resort Villa Dan Hotel

Abstract

This study aimed to determine whether the dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy, affect consumer satisfaction at Gunung Gare Resort Villa & Hotel and analyse the most dominant factors influencing customer satisfaction. This research data was collected through direct observation and provided through a questionnaire to Gunung Gare Resort Villa & Hotel consumers. Population and Sample in this study were conducted on guests staying at Gunung Gare Resort Villa &Hotel. Population and Sample This study was conducted on guests staying at Gunung Gare Resort Villa & Hotel. The results of this study show that the quality of service and customer satisfaction are very influential because Gunung Gare Resort Villa & Hotel services serve guests for 24 hours. So, for the quality of service to consumers, efficiency and effectiveness must be so high that consumers feel satisfied when staying at Gunung Gare Resort Villa & Hotel.