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    The Dimension Quality of Service Influence Customer Satisfaction in Hotel (A Case Study an Examination of The Transaction Model In Service Industry)

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    Date
    2009-12
    Author
    Sutanto, J.E
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    Abstract
    1. Design/ methodology –The paper used survey and choice data collection by interviews which used to built the model of customer satisfaction. A structured questionnaire was employed to gather data and tested of validity and also reliability first. 2. Findings-Regarding the regression model customer satisfaction was influenced most by dimension quality of service (e.g. technical or outcome dimension, functional or process related dimension, corporate image) Practical implication -Full service hotels should focus on five dimensions and if customer satisfaction is to be treated as a strategic variable. Originality/ value -The all of data for study tests the transaction model and some the literature of service marketing
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    http://dspace.uc.ac.id/handle/123456789/163
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    Copyright©  2017 - LPPM & Library Of Universitas Ciputra
    »»» UC Town CitraLand, Surabaya - Indonesia 60219 «««
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