ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN HOTEL (Studi Kasus pada Hotel Gumaya di Semarang)

Abstract

Data analysis techniques used to test this hypothesis is multiple linear regression analysis that includes
F-test, t test, Tests of Hypotheses and coefficient of determination. All data were processed using SPSS 20.0
program were first tested using Classical Assumption Test covering Normality Test, Heteroskidastity Test, Test and
Test autocorrelation Multicolinearity
The research result of T test states that: tangibles (X1) has a direct influence on consumer satisfaction
(Y1), reliability (X2) have a direct impact on consumer satisfaction (Y1), responsiveness (X3) have a significant
influence on consumer satisfaction (Y1 ), assurance (X4) has a significant influence on consumer satisfaction (Y1)
concern (X5) have a significant influence on consumer satisfaction (Y1). kepuasam consumers (X1), physical
evidence (X2), responsiveness (X3) guarantee (X4) mepunyai effect simultaneously on consumer satisfaction (Y1),
kepuasam consumers (X1), physical evidence (X2), responsiveness (X3) bail (X4) concern (X5) together have an
influence on consumer satisfaction
The test results obtained t value for the variable physical appearance (tangible) indicates the value of t =
3.430 with a significance value of 0.001 <0.05. The test results obtained t value for the variable reliability
(reliability) indicates the value of t = 2.318 with a significance value of 0.023 <0.05. The test results obtained t
value for the variable responsiveness (responsiveness) shows the value of t = 2.688 with a significance value of
0.008 <0.05. The test results obtained t value for the variable guarantee (assurance) indicates the value t = 3,959
with significant value 0.000 <0.05. The test results obtained t values for the variables of concern (empathy)
indicates the value of t = 2.094 with a significance value of 0.039 <0.05. With significant value below 0.05 indicates
that these five variables have a significant effect on customer satisfaction.
Keywords: physical evidence, Reliability, Responsiveness, Assurance, Concern.