GDL

The Influence of Service Quality towards Customers Loyality at Imah Seniman, Lembang

Tugas Akhir, 008 / 2013 / UPW
Undergraduate Theses from JBPTPPOLBAN / 2017-03-29 11:14:32
Oleh : Desy Ariessandy Sutarja - 105221009 (desyariessandy@yahoo.co.id)
Dibuat : 2017-03-29, dengan 4 file

Keyword : kualitas pelayanan, loyalitas wisatawan, imah seniman
Subjek : service quality, loyalty customers, imah seniman

Imah seniman merupakan resort yang tergolong masih baru. Hal ini dikarenakan mulai dipadati pengunjung pada tahun 2010. Topik yang diambil dari Imah Seniman yaitu mengenai kualitas pelayanan terhadap loyalitas wisatawan ini dikarenakan kualitas pelayanan yang diberikan tidak dapat membuat wisatawan untuk datang kembali. Berdasarkan hal tersebut maka diajukan penelitian untuk menganalisis kualitas pelayanan terhadap loyalitas wisatawan. Apabila kualitas pelayanan yang diberikan baik maka wisatawan akan loyal terhadap Imah Seniman. Kualitas pelayanan terdiri dari lima dimensi yaitu tangible, emphaty, realibility, responsiveness, dan assurance. Dalam penelitian ini melibatkan wisatawan Imah Seniman sebagai responden untuk menjawab kuesioner yang berkaitan dengan kualitas pelayanan dan loyalitas wisatawan. Adapun metode penelitian yang digunakan berupa data kuantitatif dan menggunakan teknik judgment sampling dan non-probability sampling serta menggunakan analisis deskriptif, analisis frekuensi, korelasi, dan regresi. berdasarkan uji analisis yang telah dilakukan, terdapat hubungan yang sedang antara kualitas pelayanan dengan loyalitas wisatawan. artinya ketika imah seniman meningkatkan kualitas pelayanannya, pada saat yang bersamaan loyalitas wisatawan akan meningkat juga. dapat disimpulkan imah seniman memiliki beberapa pelayanan yang cukup baik namun perlu ditingkatkan kembali. Kata kunci: kualitas pelayanan, loyalitas wisatawan, imah seniman.

Deskripsi Alternatif :

Imah Seniman was a relatively new resort. It was because of the visitors begin to visit the place in 2010. The final's topic that was taken from Imah Seniman was about the service quality for visitor loyalty. it was because the service quality that was given couldn't bring the visitors came back to this place. based on the problem, the research was proposed to analyze the service quality for visitor loyalty. if the service was good, the visitors would be loyal to Imah Seniman, it means they would came back for another time. quality service was based on five dimensions, they are tangible, empathy, reliability, responsiveness, and assurance. research would involved the visitor's of Imah Seniman as despondence to answer the questioners that had a relevant ion to service quality and visitors loyalty. the research method that would be used was in quantitative data's using judgment's sampling technique and non probability sampling and used descriptive analysis method, frequencies analysis, correlation, and regression. based on the analyzed testing that has been done, it has quite good correlation between service quality and visitors loyalty. it would be mean when Imah Seniman increase the service quality level, at that time the visitors would came again and the amount of visitors would be increase. it could be concluded that Imah Seniman had some a quite good service than need to be improved in the future. Keyword: service quality, loyalty customers, Imah Seniman.

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