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Title: The Dimension Quality of Service Influence Customer Satisfaction in Hotel (A Case Study an Examination of The Transaction Model In Service Industry)
Authors: Sutanto, J.E
Keywords: Hotel Industry, Customer Satisfaction, Dimension Quality of Service, Customer Service.
Issue Date: Dec-2009
Publisher: Proceeding, Quality, Competitiveness, and Value-Added Services in Solving Predetermined Global Crisis – Vol.3, Desember 2009 – ISSN: 1978-774X - International Seminar on Industrial Engineering And Management (ISIEM).
Citation: Sutanto, J. E. (2009). The dimension quality of service influence customer satisfaction in hotel (a case study an examination of the transaction model in service industry). In Proceeding, Quality, Competitiveness, and Value-Added Services in Solving Predetermined Global Crisis (pp. A.108-A.113). Retrieved from
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
Appears in Collections:Lecture Papers International Published Articles

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