| dc.contributor.author | Pradnyana, I Putu Gede Dipta | |
| dc.date.accessioned | 2026-03-03T06:30:40Z | |
| dc.date.available | 2026-03-03T06:30:40Z | |
| dc.date.issued | 2022-05-25 | |
| dc.identifier.uri | https://dspace.uc.ac.id/handle/123456789/9262 | |
| dc.description | In the current digital era, service quality has developed into e-service quality (E-SERVQUAL) which contributes passively and actively to services through electronic media to facilitate service delivery to consumers. Bukit Vista Hospitality is a hospitality villa management company that utilizes conventional and online services to support its services to consumers to be able to provide a competitive advantage in the market. The study used quantitative methods by collecting data for 208 respondents using purposive sampling technique which was analyzed using multiple linear regression analysis using IBM SPSS 22 software. The results showed that service quality and e-service quality had a positive and significant influence on customer satisfaction. Hypothesis testing states that service quality and e-service quality have a partial and simultaneous relationship to customer satisfaction. The results also show that service quality and e-service quality have an effect of 35.4% on customer satisfaction. It is recommended that Bukit Vista Hospitality improve its services because it is found that service quality and e-service quality have a positive influence on customer satisfaction so it is very relevant to improve services in this aspect in order to create much better customer satisfaction. | en_US |
| dc.description.abstract | Pada era digital saat ini kualitas layanan turut serta berkembang menjadi eservice quality (E-SERVQUAL) yang mewujudkan kontribusi layanan secara pasif dan aktif melalui media elektronik demi untuk memudahkan penyampaian layanan kepada konsumen. Bukit Vista Hospitality merupakan perusahaan hospitality merupakan perusahaan manajemen villa yang memanfaatkan pelayanan konvensional dan online untuk menyokong layanannya kepada konsumen untuk bisa memberikan keunggulan kompetitif di pasar. Penelitian menggunakan metode kuantitatif dengan mengumpulkan data sebanyak dari 208 responden menggunakan teknik purposive sampling yang dikumpulkan dianalisis menggunakan analisis regresi linier berganda menggunakan software IBM SPSS 22. Hasil penelitian menunjukkan service quality dan e-service quality memiliki pengaruh yang positif dan signifikan terhadap customer satisfaction. Pengujian hipotesis menyatakan bahwa service quality dan e-service quality memiliki hubungan parsial dan simultan terhadap customer satisfaction. Hasil penelitian juga menunjukan service quality dan e-service quality memiliki pengaruh sebesar 35,4% terhadap customer satisfaction. Disarankan agar Bukit Vista Hospitality meningkatkan pelayanannya karena ditemukan bahwa service quality dan e-service quality memiliki pengaruh yang positif terhadap customer satisfaction sehingga sangat relevan untuk meningkatkan layanan pada aspek tersebut demi menciptakan kepuasan konsumen yang jauh lebih baik. | en_US |
| dc.language.iso | id | en_US |
| dc.publisher | Universitas Ciputra | en_US |
| dc.subject | service quality | en_US |
| dc.subject | e-service quality | en_US |
| dc.subject | customer satisfaction | en_US |
| dc.title | Pengaruh Service Quality dan E-Service Quality Terhadap Customer Satisfaction Pada Konsumen Bukit Vista Hospitality | en_US |
| dc.title.alternative | The Influence of Service Quality and E-Service Quality on Customer Satisfaction in Bukit Vista Hospitality's Consumers | en_US |
| dc.type | Thesis | en_US |
| dc.identifier.kodeprodi | 61101 | |
| dc.identifier.dosenpembimbing | Wirawan ED Radianto | |
