Dewasa ini, Senior Market telah menjadi pasar yang cukup menjanjikan
bagi bisnis jasa, khususnya bisnis hotel, di Indonesia. Jadi, diharapkan hotel
mampu memberikan pelayanan yang diharapkan oleh Senior Market. Penelitian
ini bertujuan mengukur perbedaan antara harapan dan persepsi Senior Market
terhadap kualitas layanan hotel bintang 4 dan 5 khususnya di Surabaya. Kualitas
layanan didasarkan pada 5 variabel, yaitu keterandalan, kecepattanggapan,
jaminan, empati, dan fasilitas fisik. Hasil penelitian menunjukkan bahwa ada gap
dan dimensi yang cukup signifikan antara harapan dan persepsi.
Author
• (33402002) PERDANI SUKMANINGRUM R
• (33402042) MARIA TAMPUBOLON
Contributor
• (98-030) Serli Wijaya
• (86-009) Dewi Astuti
Publisher
Universitas Kristen Petra
Year : 2006
Subject
1. HOTEL MANAGEMENT
2. CONSUMER BEHAVIOR RESEARCH
Keyword
expectation, perception, senior market, service quality, four and five stars hotel, surabaya
Category
s1 - Skripsi/Undergraduate Thesis (Program Manajemen Perhotelan)
Language
Indonesian
Rights
Skripsi No. 01010295/HTL/2006; Perdani Sukmaningrum R. (33402002), Maria Tampubolon (33402042)
The resource(s) is/are owned by the Creator/Contributor.Reproduction & distribution for non-commercial purposes is permitted provided that the credit for the Creator/Contributor and the source are explicitly stated,and no alteration are made
jiunkpe-ns-s1-2006-33402002-6056-senior_market-cover.pdf (880.12 kB) - [permalink] jiunkpe-ns-s1-2006-33402002-6056-senior_market-abstract_toc.pdf (187.3 kB) - [permalink] jiunkpe-ns-s1-2006-33402002-6056-senior_market-chapter1.pdf (110.7 kB) - [permalink] jiunkpe-ns-s1-2006-33402002-6056-senior_market-chapter2.pdf (197.15 kB) - [permalink] jiunkpe-ns-s1-2006-33402002-6056-senior_market-chapter3.pdf (116.7 kB) - [permalink] jiunkpe-ns-s1-2006-33402002-6056-senior_market-chapter4.pdf (220.49 kB) - [permalink] jiunkpe-ns-s1-2006-33402002-6056-senior_market-conclusion.pdf (90 kB) - [permalink] jiunkpe-ns-s1-2006-33402002-6056-senior_market-references.pdf (148.85 kB) - [permalink] jiunkpe-ns-s1-2006-33402002-6056-senior_market-appendices.pdf (119.33 kB) - [permalink]