Agustini, Prima Mulyasari (2005) Pengaruh Kualitas Pelayanan Terhadap Loyalitas Tamu Domestik Individual Pada Hotel Permata Bidakara Di Kota Bandung. Tesis (S2) - thesis, Universitas Bakrie.

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Abstract

This research is to observe (1) service quality of the Permata Bidakara Hotel in Bandung (2) individual domestic guest loyalty to the Permata Bidakara Hotel in Bandung (3) level of influence of service quality towards individual domestic guest loyality to the Permata Bidakara Hotel in Bandung. The research method which was conducted in this research is survey method. The data in this research consist of primary and secondary. Analysis method which was conducted is descriptive and verificative analysis. Structure Equation Modeling (SEM) is applied in verificative method. The result of the descriptive analysis indicates that the level of the lowest discrepancy between service quality performance and expectation of individual domestic guest is on the assurance dimension. The most significant loyalty characteristic of domestic guest is their willingness to recommend the Permata Bidakara Hotel to others (refferals). Importance-Performance Analysis indicates attributes of service quality which need to be improved by management of the Permata Bidakara Hotel is the employee understanding of hotel guests needs, the accuracy of hotel employee services, the employee willingness to help hotel guests, the immediateness of service to hotel guests, compentence and credibility of hotel employee to serve hotel guests. Attributes of service quality which need to be improved are hotel facilities in the guest room and the Permata Café. Structure Equation Modeling (SEM) analysis indicates that service quality of the Permata Bidakara Hotel influenced individual domestic guest loyalty whether simultaneously or partially.

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