TA DIGITAL
Analisis importance-performance kualitas pelayanan Hotel pada Patra Semarang Covention Hotel
The research aims to describe customer profile to know the level of customer satisfaction on the service working in Patra Semarang Convention Hotel and analysis customer satisfaction index shown in cartesius graph. The source data that are used are primary data. The techniques of collecting data are by observation and questionnaires distribution. The number of respondents are 100 people with the sampling method using purposing random sample in which customers used MICE service in Patra Semarang Convention Hotel.
The research use Customer satisfaction index method. The analysis instrument in this study uses customer satisfaction index and cartesius graph. The calculation shows that value of IKP to reliability is 90.7%.It means the customers feel satisfied, responsiveness is 92.19%. It means the customers feel satisfied, assurance is 95.7%. It means the customers feel satisfied, emphaty is 92.73%. It means the customers feel satisfied,and tangibles is 97.19%. It means the customers feel satisfied with the performance of the service Patra Semarang Convention Hotel.
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