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Analysis of customer satisfaction in a guest house - case study: Lathysha Guest House

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Service is a vital factor in most of hospitality industry. The main purpose of this research is to analyze the guest satisfaction that can be related to the potential establishment development of the service. Tools that will be used in is thesis including Spearman Rank Correlation, Pearson r Correlation, Cronbach?s Alpha analysis, SERVQUAL analysis and Cartesius coordinate system. This research found out that 4 out of 5 dimension of service of the SERVQUAL is performing bellow the standard, which could be seen from the gap analysis. The only dimension that passed the Gap Analysis itself still needs to be improved further, as be seen on the cartesius diagram result. The conclusion of this research is that there is a positive relationship between Customer Expectation toward Customer Satisfaction, and Disconfirmation toward Customer Satisfaction.

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Availability

B01006

(wh)

Available

Detail Information

Series Title

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Call Number

1006

Publisher

: Swiss German University., 2011

Collation

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Language

English

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

HTM

Specific Detail Info

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Statement of Responsibility

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