?url_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Adc&rft.title=PENGARUH+PENANGANAN+KELUHAN+PADA+KEPUASAN+KONSUMEN+DI%0D%0AHOTEL+GRAND+PRABA+BANDAR+LAMPUNG%0D%0AOLEH%3A&rft.creator=+ABNERTUS+CHRISTOPER+SITANGGANG+%2C+1211011004&rft.subject=HD61+Risk+Management&rft.description=Perkembangan+dunia+usaha+pada+saat+ini+telah+diwarnai+oleh+persaingan+yang+semakin%0D%0Aketat.+Hal+ini+diakibatkan+karena+adanya+arus+globalisasi+yang+semakin+terbuka+lebar%0D%0Abagi+setiap+pelaku+bisnis.+Hotel+Grand+Praba+merupakan+salah+satu+bisnis+yang%0D%0Abergerak+di+bidang+jasa+yang+dalam+penerapannya+sangat+bergantung+pada+kualitas%0D%0Apelayanan%2C+dalam+hal+ini+untuk+mencapai+kepuasan+konsumen.+Hotel+Grand+Praba%0D%0Aperlu+melakukan+strategi+yang+mampu+menangani+keluhan+dari+para+pelanggannya%0D%0Akarena+keluhan+merupakan+suatu+jalan+bagi+pihak+perusahaan+untuk+bisa+mengerti+dan%0D%0Amemahami+apa+keinginan+konsumen.+Permasalahan+dalam+penelitian+ini+adalah%0D%0Aapakah+penanganan+keluhan+yang+terdiri+dari+permintaan+maaf%2C+penebusan%2C+ketepatan%2C%0D%0Afasilitas%2C+penjelasan%2C+perhatian+dan+upaya+memiliki+pengaruh+pada+kepuasan+konsumen%0D%0Adi+Hotel+Grand+Praba+Bandar+Lampung.%0D%0ADesain+penelitian+yang+digunakan+dalam+penelitian+ini+adalah+penelitian+deskriptif%0D%0Averifikatif+dan+untuk+mengetahui+apakah+ada+pengaruh+positif+maka+dalam+penelitian%0D%0Aini+menggunakan+rumus+Alpha+Croanbach%E2%80%99s+yang+dihtung+dengan+bantuan+SPSS+16.0%0D%0Adengan+alat+analisis+kualitatif+dan+kuantitatif+serta+menggunakan+uji+hipotesis+analisis%0D%0Aregresi+linier+berganda%2C+untuk+melihat+kontribusi+setiap+variabel+bebas+secara+parsial%0D%0Adigunakan+uji+t+dan+untuk+menguji+hipotesis+digunakan+uji+F.%0D%0AHasil+dari+pembahasan+keseluruhan+hasil+variabel+penanganan+keluhan+yang+terdiri%0D%0Adari+permintaan+maaf%2C+penebusan%2C+ketepatan%2C+fasilitas%2C+penjelasan%2C+perhatian%2C+dan+upaya%0D%0Aberpengaruh+secara+signifikan+pada+kepuasan+konsumen%0D%0AKata+kunci+%3A+penanganan+keluhan%2C+permintaan+maaf%2C+penebusan%2C+ketepatan%2C+fasilitas%2C%0D%0Apenjelasan%2C+perhatian%2C+upaya%2C+kepuasan+konsumen%0D%0A%0D%0Aabstract%0D%0A%0D%0AThe+development+of+the+business+world+at+this+moment+has+been+marked+by%0D%0Aincreasingly+fierce+competition.+It+is+caused+due+to+globalization+is+more+wide+open+for%0D%0Aany+businessperson.+Grand+Praba+Hotel+is+one+of+the+businesses+engaged+in+services+in%0D%0Aits+application+relies+heavily+on+the+quality+of+service%2C+in+this+case+to+achieve+customer%0D%0Asatisfaction.+Grand+Praba+Hotel+need+to+make+a+strategy+capable+of+dealing+with%0D%0Acomplaints+from+customers+due+to+complaints+is+a+way+for+the+company+to+understand%0D%0Aand+comprehend+what+the+consumer+desires.+The+problem+in+this+study+is+whether+the%0D%0Ahandling+of+complaints+that+consists+of+an+apology%2C+atonement%2C+promptness%2C%0D%0Afacilitation%2C+explanation%2C+attentiveness+and+effort+have+an+effect+on+customer%0D%0Asatisfaction+at+The+Grand+Praba+Hotel+Bandar+Lampung.%0D%0AThe+research+design+used+in+this+research+is+descriptive+verification+and+to+find+out+if%0D%0Athere+is+a+positive+effect+in+this+study+using+Alpha+Croanbach's+formula+calculated+with%0D%0ASPSS+16.0+by+means+of+qualitative+and+quantitative+analysis+as+well+as+using%0D%0Ahypothesis+testing+multiple+linear+regression+analysis%2C+to+see+the+contribution+each%0D%0Aindependent+variable+partially+used+t+test+and+to+test+the+hypothesis+was+used+F+test.%0D%0AThe+results+of+the+overall+discussion+of+the+complaint+handling+variables+consisting+of%0D%0Aapology%2C+redemption%2C+accuracy%2C+amenities%2C+explanation%2C+attention%2C+and+effort+have%0D%0Asignificant+effect+on+customer+satisfaction.%0D%0AKeywords%3A+handling+complaints%2C+apology%2C+atonement%2C+promptness%2C+facilitation%2C%0D%0Aexplanation%2C+attentiveness%2C+effort&rft.publisher=FAKULTAS+EKONOMI+DAN+BISNIS+&rft.date=2017-02-27&rft.type=Skripsi&rft.type=NonPeerReviewed&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F26275%2F1%2FABSTRAK%2520%2528ABSTRACT%2529.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F26275%2F19%2FSKRIPSI%2520FULL.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F26275%2F20%2FSKRIPSI%2520TANPA%2520BAB%2520PEMBAHASAN.pdf&rft.identifier=+++ABNERTUS+CHRISTOPER+SITANGGANG+%2C+1211011004++(2017)+PENGARUH+PENANGANAN+KELUHAN+PADA+KEPUASAN+KONSUMEN+DI+HOTEL+GRAND+PRABA+BANDAR+LAMPUNG+OLEH%3A.++FAKULTAS+EKONOMI+DAN+BISNIS+%2C+UNIVERSITAS+LAMPUNG.+++++&rft.relation=http%3A%2F%2Fdigilib.unila.ac.id%2F26275%2F