BAMBANG SUHARTANTO (2007) ANALISIS KONSEKUENSI PERILAKU KONSUMEN TERHADAP KUALITAS LAYANAN PADA HOTEL NOROBUDUR YOGAYAKARTA. S1 thesis, Universitas Muhammadiyah Yogyakarta.

[thumbnail of Halaman Judul] Text (Halaman Judul)
Halaman Judul.pdf
Download (512kB)
[thumbnail of Bab I] Text (Bab I)
Bab I.pdf
Download (147kB)
[thumbnail of Bab II] Text (Bab II)
Bab II.pdf
Restricted to Registered users only
Download (337kB)
[thumbnail of Bab III] Text (Bab III)
Bab III.pdf
Restricted to Registered users only
Download (236kB)
[thumbnail of Bab IV] Text (Bab IV)
Bab IV.pdf
Restricted to Registered users only
Download (540kB)
[thumbnail of Bab V] Text (Bab V)
Bab V.pdf
Restricted to Registered users only
Download (48kB)
[thumbnail of Lampiran] Text (Lampiran)
Lampiran.pdf
Restricted to Repository staff only
Download (45kB)
[thumbnail of Lampiran] Text (Lampiran)
Lampiran.pdf
Restricted to Repository staff only
Download (129kB)

Abstract

The purpose of this research is to analyze behavioral intentions as consequences of service quality at Borobudur Hotel of Yogyakarta. Beside examines the influence service quality of behavioral intentions, this study also focuses on the change of behavioral intentions relative to zone of tolerance and impact of problem experience on the consumer's behavioral intentions. Data collected by using questionnaires. Service quality was measured by SERVQUAL model by 22 item question and behavioral intentions by 12 item question that have 4 dimensions are loyalty, switch, pay more and external response. The influence service quality of behavioral intentions was tested by Multiple Regression Analysis. Difference level of behavioral intentions (high, medium or low) base on the service problems of the consumer experience and the problems were resolved was tested by One Way ANOVA. This result will show that the influence service quality of behavioral intentions is positive for favorable behavioral intentions (loyalty and pay more) and negative for unfavorable behavioral intentions (switch and external response). The influence service quality of behavioral intentions have different slope at the below and above zone of tolerance. Finding difference level of behavioral intentions (high, medium or low) base on the service problems of the consumer experience and the problems were resolved

Dosen Pembimbing: HJ. INDAH FATMAWATI, S.E., M.SI | NIDN0516086901
Item Type: Thesis (S1)
Uncontrolled Keywords: KONSEKUENSI PERILAKU KONSUMEN
Divisions: Fakultas Ekonomi dan Bisnis > S1 Manajemen
Depositing User: Unnamed user with email robi@umy.ac.id
Date Deposited: 23 Feb 2022 04:20
Last Modified: 23 Feb 2022 04:20
URI: https://etd.umy.ac.id/id/eprint/20237

Actions (login required)

View Item View Item