Pengaruh Kualitas Pelayanan Terhadap Loyalitas Konsumen Di Bisnis Center Grand Sahid Jaya Hotel Jakarta

Abstract

This study aims to explain about the service quality variables have a significant effect on customer loyalty business center Grand Sahid Jaya Hotel in Jakarta as well as to determine the effect of independent variables partially on consumer loyalty business center Grand Sahid Jaya Hotel in Jakarta. The sample in this study using simple random sampling technique that is by sampling carried out randomly without notice from strata in the population in 1007 consumers with a method of data collection using interviews and kuesioner. This research is a case study with the use of quantitative descriptive analysis method. The sample used as many as 91 respondents from all population.Processing data using SPSS statistical tools with linear regression analysis model is simple. The results indicate that the effect of service quality variable significant and positive impact on customer loyalty, the higher the quality of services provided to consumers, the higher the resulting consumer loyalty. And the value of coefficient of determination (R Square) was 0,339 or 33.9%, indicating that consumer loyalty is contributed dependent variable and the independent variables are influenced by the quality of service, while the remaining 66.1% is explained by other variables outside variables tested.