PENGARUH KUALITAS PELAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN PELANGGAN PADA GRAND JATRA HOTEL PEKANBARU

Kostanitapi ", Endang Sutrisna

Abstract


This research was conducted at Grand Jatra Hotel Pekanbaru , as for the purpose of
this study was to determine the effect of service quality and company image on custumer
satisfication study at Pekanbaru grand jatra hotel. Service quality and company image as the
independent variable (X1X2) while the custumer statisfaction as the dependent variable (Y).
The problem in this research is tghe sale of room service of grand jatra hotel pekanbar
fluktuated and tenden to decline each year, does not even reach the sale. Seen from the
was taken of 100 respondens of the population was calculated using the Slovin formula. The
fike was getting from the questionnaire and subsequenly processed to then be tasted with
statistics through SPSS. From the recults which shows that service quality and company
image have a positive and significant impact on custumer satisfication (study at Grand Jatra
Hotel Pekanbaru)
Keywords: service quality, company image on custumer satisfication.

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