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<http://digilib.unila.ac.id/id/eprint/13212> <http://purl.org/dc/terms/title> "ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN HOTEL KURNIA DUA \r\nBANDAR LAMPUNG  "^^<http://www.w3.org/2001/XMLSchema#string> .
<http://digilib.unila.ac.id/id/eprint/13212> <http://purl.org/ontology/bibo/abstract> "\r\n\r\n\r\nANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN HOTEL KURNIA DUA \r\nBANDAR LAMPUNG  \r\n\r\nAbstrak\r\n\r\nAthur Almanso Siagian\r\n\r\nHotel Kurnia Dua merupakan perusahaan yang bergerak di bidang perhotelan. Penerapan konsep pemasaran menjadi hal yang harus dilaksanakan perusahaan guna mencapai tujuan perusahaan. Inti dari konsep pemasaran adalah menetapkan kebutuhan, keinginan dan daya beli konsumen. Pemasaran suatu produk atau jasa membutuhkan strategi yang efektif agar tujuan dan sasaran dari perusahaan dapat tercapai.\r\n\r\nMasalah yang dihadapi oleh Hotel Kurnia Dua Bandar Lampung adalah penurunan volume penjualan . Hipotesis yang diajukan dalam penelitian ini adalah Kualitas pelayanan berpengaruh positif terhadap loyalitas pelanggan Hotel Kurnia Dua Bandar Lampung\r\n\r\nHasil penelitian menyatakan bahwa hipotesis yang menyatakan kualitas pelayanan berpengaruh positif terhadap loyalitas pelanggan Hotel Kurnia Dua Bandar Lampung dapat diterima. Hal ini didasarkan pada nilai signifikansi uji F sebesar 0.01. Besarnya pengaruh secara bersama-sama variabel kehandalan, ketanggapan, jaminan, empati dan kasat mata terhadap loyalitas pelanggan sebesar 65,8%. Pengaruh terbesar terdapat pada variabel kasat mata yaitu sebesar 30,2%, dan pengaruh variabel lainnya sebagai berikut: kehandalan sebesar 29,7%, jaminan sebesar 26,3%, ketanggapan sebesar 21,6%, empati sebesar 20,0%\r\nSetelah dilakukan analisis dan pembahasan maka saran Hotel Kurnia Dua perlu mempertahankan pelayanan fasilitas fisik Hotel Kurnia Dua Bandar Lampung agar tetap baik, seperti kebersihan kamar termasuk juga kebersihan kamar mandi, akses teknologi informasi oleh para tamu sebaiknya jangan sampai terganggu. Hal lainnya yang perlu dipertahankan adalah penampilan karyawan Hotel Kurnia Dua Bandar Lampung baik, hal ini dapat dilakukan dengan memberikan seragam pada karyawan dan sebaiknya karyawan pada waktu-waktu tertentu menggunakan pakaian khas Lampung. \r\n\r\n\r\nKata kunci : kasat mata, empati, daya tanggap, kehandalan, jaminan, dan loyalitas\r\n\r\n\r\n\r\n\r\n\r\nANALYSIS OF EFFECT OF LOYALTY CUSTOMER SERVICE QUALITY HOTEL KURNIA DUA BANDAR LAMPUNG \r\n\r\nAbstract \r\n\r\nAthur Almanso Siagian \r\n\r\nHotel Kurnia Dua is a company engaged in the hospitality field. Application of marketing concepts should be implemented in order to achieve the company's goals. The essence of the marketing concept is a set of needs, desires and purchasing power of consumers. Marketing a product or service requires effective strategies so that the goals and objectives of the company can be achieved. \r\nThe problems Bandar Lampung Hotel Kurnia Dua is that decreasing sale volume. The hypothesis of this study is the positive influence of service quality on customer loyalty Bandar Lampung Hotel Kurnia Dua\r\nThe results stated that the hypothesis that the positive effect of service quality on customer loyalty Bandar Lampung Hotel Kurnia Dua acceptable. It is based on the value of F-test of significance of 0.01. The magnitude of the effect is jointly variable reliability, responsiveness, assurance, empathy and tangible  on customer loyalty at 65.8%. The biggest influence on the variables are visible in the amount of 30.2% and the effect of other variables as follows: 29.7% reliability, guaranteed 26.3%, 21.6% responsiveness, empathy 20.0% \r\nAfter analysis and discussion of the suggestion Hotel Kurnia Dua services necessary to maintain physical facilities in Bandar Lampung Hotel Kurnia Dua in order to stay well, such as the cleanliness of the rooms including the bathroom cleanliness, access to information technology by the guests should not get distracted. The other thing that needs to be maintained is the appearance employees of Hotel Kurnia Dua well, this can be done by providing uniforms to employees and employee should at certain times using typical clothing Lampung. \r\n\r\n\r\nKeywords: tangible , empathy, responsiveness, reliability, assurance, and loyalty \r\n"^^<http://www.w3.org/2001/XMLSchema#string> .
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