BUKTI FISIK, KEHANDALAN, DAYA TANGGAP, JAMINAN, EMPATI DAN KEPUASAN TAMU PADA HOTEL PANDANARAN SEMARANG

Abstract

The purpose of this research is to examine the influence of the tangibles, reliability, responsiveness, assurance, and empathy for consumers' satisfaction in Pandanaran Hotel Semarang. The relevant data are taken with questioner.

The research population is all consumers who stay in this Hotel , and the samples are taken on January 2009. The sampling technique is that of purposive sampling. Data analysis method used are ‘validity and reliability test of questioners, multiple regression analysis, t-test, fit-test, and classical assumption test.

The results show that the questioners are valid and reliable. F-test shows that all variables of service quality have significant influence for consumers' satisfaction. The t-test result shows that each variable of tangibles, reliability, responsiveness, assurance, and empathy has significant positive influence for consumers’ satisfaction. Fit-test shows that the model in this study has sharp, and the result of classical assumption test shows that there is no problem about it.

The conclusion from the results above is the Hotel’s tangibles, reliability, responsiveness, assurance, and empathy have significant positive influence for consumers' satisfaction in Pandanaran Hotel Semarang.

Keywords: tangibles, reliability, responsiveness, assurance, and empathy, consumers  satisfaction.