Novotel Surabaya Hotel and Suites is an international hotel chain under
the Accor Group. This hotel faces a problem in fulfilling the targeted sales
revenue in some period of time. In this condition, the sales persons usually
approach the repeated customers. From this reality, the hotel wants to know the
factors that make the customers become loyal to the hotel. Relating it with the
banquet sales, the dimensions of service quality will be used to as the tool to
measure customer loyalty.
To answer this problem, multiple linear regression method is applied in
this research. The number of respondents participated in the study is 85 using
probabilistic sampling. The results showed that the overall service quality has
significant influence towards customer loyalty. Among the service quality
dimensions, assurance and responsiveness are the dimensions that significantly
(partially) influence customer loyalty.

Creator(s)

• (34406026) NESSA IVETTA

Contributor(s)

• Filicia Chandra → Advisor and Examination Committee

Publisher

Universitas Kristen Petra; 2011

Language

English

Category

s1 – Undergraduate Thesis

Sub Category

Skripsi/Undergraduate Thesis

Source

Undergraduate Thesis No. 34010062/MAN/2011; Nessa Ivetta (34406026)

Subject(s)

• CUSTOMER LOYALTY
• CUSTOMER SERVICES-QUALITY CONTROL

File(s)

• jiunkpe-is-s1-2011-34406026-44286-service-cover.pdf
• jiunkpe-is-s1-2011-34406026-44286-service-abstract_toc.pdf
• jiunkpe-is-s1-2011-34406026-44286-service-conclusion.pdf
• jiunkpe-is-s1-2011-34406026-44286-service-references.pdf