Hermawan, Yohanes Bagus (2025) ANALISIS PENGARUH KUALITAS PELAYANAN, FASILITAS HOTEL TERHADAP KEPUASAN PELANGGAN DENGAN KEPERCAYAAN SEBAGAI VARIABEL MEDIASI (STUDI KASUS FIERIS HOTEL JAKARTA). Thesis thesis, Universitas BPD.
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Abstract
This study analyzes the effect of Service Quality, Hotel Facilities on Customer Satisfaction with Trust as a moderating variable. This study uses a quantitative method with an explanatory research approach. A sample of 100 respondents was selected using a purposive sampling method. Data were collected through questionnaires and analyzed using the Partial Least Square-Structural Equation Modeling (PLS-SEM) method with SmartPLS 4. The results of the study indicate that all variables have a positive and significant effect both directly on customer satisfaction and through trust as a mediating variable, the greatest influence is trust where trust has a direct effect on customer satisfaction has the greatest results and the smallest results are facilities Keywords: Service Quality, Hotel Facilities, Customer Satisfaction, Trust
| Item Type: | Thesis (Thesis) |
|---|---|
| Additional Information: | Penelitian ini menganalisis pengaruh Kualitas Pelayanan, Fasilitas Hotel terhadap Kepuasan Pelanggan dengan Kepercayaan sebagai variabel moderasi. Penelitian ini menggunakan metode kuantitatif dengan pendekatan explanatory research. Sampel penelitian sebanyak 100 responden dipilih menggunakan metode purposive sampling. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan metode Partial Least Square-Structural Equation Modeling (PLS-SEM) dengan SmartPLS 4. Hasil penelitian menunjukkan bahwa semua variabel mempunyai pengaruh positif dan signifikan baik secara langsg terhadap kepuasaan pelanggan maupun melalui kepercayaan sebagai variabel mediasi, pengaruh yang paling besar adalah kepercayaan dimana kepercayaan pengaruh langsung terhadap kepuasan pelanggan mempunyai hasil yang paling besar dan hasil yang paling kecil adalah fasilitas. Kata kunci: Kualitas pelayanan, Fasilitas Hotel, Kepuasan Pelanggan, Kepercayaan |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S2 |
| Date Deposited: | 22 Sep 2025 08:01 |
| Last Modified: | 22 Sep 2025 08:01 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/2684 |
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