ANALAISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA HOTEL SANTIKA DI YOGAYAKARTA

The best quality service is important point for the customer satisfaction. Because of the server quality, the customer will give a value for the service. Therefore, the Santika Hotel Yogyakarta keep their service in good quality and increase the strategy in this reseach are the consumens of the Santika Hotel and the purposive sampling use for the method of the smple. To find out the quality service are gave in influence or not for the customer, Parasuraman, etc (1985) have a theory to measured quality service in five dimension : tangibles, reliability, responsiveness, assurance and emphaty. The research was analyzable with double linear analisis of regretion, t-test, f-test and determinant coefficient and finding the domination of variable. The conclusion of the analysis are : the five dimension of quality service of of significant for satisfaction and dominant variable is tangibles.