Pengaruh Keramahtamahan Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Survei Pada Pelanggan Villa Agrowisata Kebun Teh Wonosari Lawang, Malang)

Adi Prawiranata • Edy Yulianto • Andriani Kusumawati

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(Bahasa Indonesia, 7 pages)


Villa agrotourism Tea Garden Wonosari Lawang, Malang has various allure because of the location of these villas is located within agrotourism Tea Garden Wonosari Lawang, Malang, with the variety of attractions that exist, this research focuses on how the service given to villa customers based on the factors of hospitality and service quality. The purpose of this research is to find out the influence of the Hospitality and Service Quality on Customer Satisfaction. Type of this research is explanatory research by using survey method with accidental sampling technique to obtain the condition of respondents have used the services of at least 2 times a villa that can be called as a customer. The results of multiple linear regression analysis shows variables Hospitality and Service Quality significant effect together and parsial to Customer Satisfaction, and Quality Service Variables the dominant influence on customer satisfaction. By giving them training to employees can add insight in providing services which will bring up confidence and a good feeling that will improve customer satisfaction to customer themselves. Keyword : Hospitality, Service Quality, Customer Satisfaction, and Agrotourism




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