PENGARUH KUALITAS PRODUK, HARGA, FASILITAS DAN EMOSIONAL TERHADAP KEPUASAN PELANGGAN

Abstract

Somerset Surabaya Hotel has many determining factors in customer satisfaction, these factors include product quality, price, facility and emotional. these factors will be research statistic that aims to determine how much the influence of product quality, price, facility and emotional to the customer satisfaction Somerset Surabaya Hotel. Populations were determined in this research of a Somerset Surabaya Hotel , which used the services of accommodation at least 2 times. This research has been done by using accidental sampling as the sampling technique, and the research data is the primary data and 100 people have been selected as samples. The analysis technique has been done by using multiple linear regressions. The result of this research shows that product quality, price, facility and emotional have significant influence to the customer satisfaction. The closeness between the product quality, price , facility and emotional to the customer satisfaction Somerset Surabaya Hotel have a relationship that is quite high.
Keywords : product quality, price, facility, emotional, customer satisfaction.