Pengaruh Kualias Pelayanan dan Komunikasi Pemasaran Terhadap kepuasan Konsumen Hotel Grandhika Medan

Abstract

The purpose of this study was to determine and analyze the effect of service quality and marketing communication on customer satisfaction at Grandhika Hotel Medan. The research method used is associative research, where variables are measured on a Likert scale. The method of data collection is done by interview (interview), with a list of questions (questionnaire) and study documentation. The population in this study were consumers in the Grandhika Hotel Medan, amounting to 98 people. Sampling with saturated sampling method or better known as the census. In this study the population is relatively small, as many as 98 people. Data processing using SPSS software version 23, with descriptive analysis and hypothesis testing multiple regression analysis. The results showed that: (1) partially service quality variables affect customer satisfaction Grandhika Hotel Medan (2) partially marketing communication variables affect consumer satisfaction Medan Grandhika Hotel (3) simultaneously there is a positive and significant effect between service and communication quality variables marketing affects consumer satisfaction Grandhika Hotel Medan.