Berikut ini adalah abstrak dari sebuah
karya ilmiah :
ASPEK ASSURANCE TERHADAP KEPUASAN PELANGGAN DAN MINAT MENGINAP KEMBALI PADA HOTEL BALI BECIK RESORT
IDA BAGUS GEDE KAWI WIDNYA
MANUABA
PEMERHATI PERHOTELAN DAN PARIWISATA
ABSTRACT
The Hotel is
business accommodation managed commercially by providing services to customers/guests for their satisfaction, thus expected to be created repeat business. An effort to keep this going concern hotels even win the competition is to provide a good quality service through aspects of assurance. This research aims to (i) acknowledge the influence aspects of
assurance of
customer satisfaction. (ii)
acknowledge the influence of aspect of assurance to the customer's interest to stay back and (iii) acknowledge
the influence
of customer
satisfaction to the customer's
interests to stay back
.
The questionaire that is given to the customers is 200, but there is only 159 questionaries and fullfiled requirement for analysis. The hypothesis was tested by using a statistical technique of
structural
equation model with AMOS 8 and SPSS
11.5.
Models
has
meet the requirements of SEM (Structural Equation Modelling), with χ2 value of chi square (353,135), the probability of significance (0,087), RMSEA (0.016), CMIN /
DF (1.007), TLI (0.987), CFI (0.998), RMR (0.075) and GFI (0.905). The
test results showed that: (i) assurance aspect has positive and significant impact on customer satisfaction (regression coefficient 0,4423 and 0.0297 in probability ), (ii) assurance aspect has positive and significant impact on interest to live again
(regression coefficient
0.384
on the
probability
of 0.0289),
(iii) customer satisfaction
has positive
and
significant impact
on interest
to
keep coming back again (regression coefficient of
0.2099 at 0.0495 probability). Suggestions that is given for management are : (i)keep maintain marketing strategy,(ii)more attention in assurance aspect to develop
service quality construct
such as : the english
skill of hotel employees,f aithful hotel staff ,
the convenience of customers feel services of hotel staffs , the increase of the officers ; and service and the cook ( chef ) capable of preparing dishes according to your taste in
a row has estimated value of the biggest . For next research, hopefully could improve the object research into the hotels in one tourism area or more and improve the variable related to service quality, customer satisfaction
and customer’s loyalty, such as trust and marketing mix.
Key Words : assurance, service quality,costumer satisfaction,interest to stay back
Berdasarkan abstrak di atas
tentukanlah :
- Judul Penelitian
- Permasalahan
- Tujuan Penelitian
- Manfaat Penelitian
- Landasan Teori yang digunakan
- Jumlah sampel
- Hipotesis penelitian
- Jenis dan Sumber Data
- Teknik Pengumpulan Data
- Teknik analisis Data
- Nama Software yang digunakan
- Hasil Analisis dan Pembahasan
- Simpulan dan Saran
