Analysis of The Effect of Facility and Service Quality on Consumer Satisfaction
https://doi.org/10.35877/454RI.qems1041
Keywords:
Facilities, Service Quality, Consumer Satisfaction
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Abstract
This study aims to determine the variable of facilities (X1 ) and service quality (X2 ) and the variable of customer satisfaction (Y). In this study, the population used was all consumers who had visited the Hotel Platinum Rantauprapat at least 1 time, and the sample was taken using the unknown population formula for as many as 100 respondents. Data was collected by distributing questionnaires using google Forms and measured by a Likert scale. The data analysis technique in this study uses PLS (partial least square) analysis which is a variant-based Structural Equation Modeling (SEM) equation analysis using SmartPLS 3 software. The results of this study indicate that facilities and service quality have a positive and significant effect on customer satisfaction
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Astuti, MD, Astuti, M., & Sholihah, DR (2021). INFLUENCE OF 4P GREEN MARKETING MIX ON CUSTOMER SATISFACTION BLOOMKA SKINCARE. SENAPENMAS Proceedings , 1311–1338.
Dariansyah, D. (2018). The Influence of Work Discipline, Motivation and Service Quality on the Performance of Pratama Kramat Jati Tax Office Employees. Sosio E-Kons , 10 (2), 150. https://doi.org/10.30998/sosioekons.v10i2.2671
Furadantin, R. (2018). Data Analysis Using SmartPLS Application V. 3.2. 7 2018. Journal of Management , 1 (1), 1–18.
Fure, HD, ML, TH (2014). Product Differentiation And Service Quality Towards Consumer Satisfaction At Manalagi Restaurant In Manado. EMBA Journal , 2 (3).
Genapathi, IM (2016). Effect of work life balance on employee job satisfaction (study at PT. Bio Farma Persero). Journal of Ecodemica , 4 (1).
Itafia, Y., Cipta, W., Yudiaatmaja, F., Management, J., & Ganesha, UP (2014). The effect of work experience and job satisfaction on employee productivity in the weaving industry. E-Journal Bhishma Ganesha University of Education , 2 (4).
Jaka, PP (2011). Analysis of the Effect of Product, Price, and Location on Purchase Decisions (Case Study at a Cheap Store in Sukoharjo) .
Juliandi, A. (2018). Structural Equation Model Partial Least Square (SEM-PLS) with SmartPLS. Batam: University of Batam .
Statistical consultant. (2010). SmartPLS (Structural Equation Modeling based Variance) simulation . Consultantstatistik.Com. https://www.konsultanstatistik.com/2010/10/simulation-smartpls_852.html
Lupiyoadi, R. (2013). Competency-Based Service Marketing Management (3rd Edition) . Salemba Four.
Masharyono, H. (2016). The Effect of Product Quality on Consumer Satisfaction at Celdi Catering (Survey of Celdi Catering Consumers). Tourism Scientific Journal , 1 (2).
Neolaka, A. (2014). Research methods and statistics . PT Youth Rosdakarya.
Pardede, R., & Haryadi, TY (2016). The Effect of Perception of Price and Product Quality on Purchase Decisions Mediated by Consumer Satisfaction. In Journal of Business & Applied Management (Vol. 10, Issue 1).
Ringle, C., Da Silva, D., & Bido, D. (2015). Structural equation modeling with the SmartPLS. Bido, D., Da Silva, D., & Ringle, C. (2014). Structural Equation Modeling with the Smartpls. Brazilian Journal Of Marketing , 13 (2).
Santoso, S. (2014). Multivariate Statistics Concepts and Applications with SPSS. Revised Edition . Elex Media Komputindo.
Santoso, S. (2015). The influence of service quality on customer loyalty of Surabaya's popular clinical laboratory. Journal of Management Science & Research , 2 (6), 1–20.
Sekaran, U., & Bougie, R. (2016). Research Methods for Business A Skill-Building Approach (Seventh Ed).
Sugiyono. (2015). Educational Research Methods (Quantitative, Qualitative and R&D Approaches) . Alphabet.
Tjiptono, F. (2011). Service Quality & Satisfaction . Andi Offset.
Tjiptono, F. & DA (2016). Marketing: Essence and Application (Vol. 2016). CV. Andi Offset.
Uma, S. (2011). Research Methodology for Business (4th ed.). Salemba Four
