PENGARUH KUALITAS PELAYANAN, HARGA, LOKASI DAN PROMOSI TERHADAP KEPUASAN PELANGGAN PADA HOTEL EVORA SURABAYA

Abstract

Hotel Evora is one of the hotels in Surabaya. The hospitality industry is a service industry that combines products and services. The design of the building, exterior and interior of the hotel room and restaurant along with the overall facilities are examples of products offered. The services offered are the skills and friendliness of employees and hotel staff in serving customers. This research aimed to find out the effect of service quality, price, location and promotion on customer satisfaction in Evora Hotel, Surabaya; and to find out which variable was more dominate among others. The population were customers in Evora Hotel, Surabaya. The respondents were 100 people. Furthermore, the sampling collection technique used purposive sampling of which the data source was taken into certain consideration. For the data analysis technique, it used multiple regression linier. The research result concluded that the service quality, price, location and promotion had positive significant effect on customer satisfaction. In other words, all hypothesis in this research was valid.
Keywords: Service quality, price, location, promotion, customer satisfaction