THE SERVICE QUALITY DIMENSIONS THAT INFLUENCE CUSTOMER SATISFACTION (A CASE OF GRAND ZURI HOTEL JABABEKA - CIKARANG)

Abstract

The purpose of this research is to analyze the service quality and customer satisfaction at Grand Zuri Hotel Jababeka- Cikarang, to find out what the customer decision about the satisfaction after they came and analyses the service quality. By using five dimensions of service quality which are (tangible, empathy, reliability, responsiveness, and assurance), the writer can analyze what are the factors influence to customer satisfaction. The research was design using quantitative research, which involves analysis of numerical data in attempt to explain the matters observed. This research is using questionnaire to collect the data. The questionnaire was spread to 100 respondents of Grand Zuri Hotel customers in order to get more precise information to answer the matters observed. Likert scale is used to measure the data; it is by collect entire statement that has connection with investigated problems. Based on the multiple regression analysis, the result of this study shows that customer satisfaction significantly analyzes the service quality and customer satisfaction. The findings of this study showed the highest level of customer satisfaction was “reliability”, thus “assurance”, and following are empathy and tangible. By contrast, “responsiveness” was ranked fifth did not play significant role in influencing customer satisfaction of Grand Zuri Hotel. However, quality is the main factor that analyzes to get customer satisfaction. This means that customer has met their expectation on the product they have purchased. Company it is better to keep customer satisfied by providing better services and quality of the product to meet customer‟s expectation. Because of that, Grand Zuri Hotel should always control the services that have been done and will be done in order to create an effective service. The effective services will affect to increase the sales and be a market leader.