PERBANDINGAN PENILAIAN EKSPEKTASI, KUALITAS LAYANAN, DAN TINGKAT KEPUASAN PELANGGAN PADA HOTEL PUDU MALAYSIA
Abstract
This study compares the value of accounting and management study programs students for service expectations and service quality and customer satisfaction after using lodging services provided by the Sentral Pudu Malaysia Hotel. The sampling technique uses simple random sampling. Based on these criteria, the sample obtained was 114 students. The analytical tool in this study is non-parametric consisting of the Kolmogorov-smirnov test and the mann-whitney test. The results showed that according to the test there were no significant differences in the assessment of service expectations between accounting and management study program students. For service quality, the Kolmogorov-Smirnov test shows that there is no significant difference in the assessment of service quality levels between accounting and management study program students, while the Mann-Whitney test has significant differences in the assessment of service quality levels between accounting and management study program students. And for customer satisfaction, in the two tests stated there are significant differences in the level of customer satisfaction between students of accounting and management study programs.
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DOI: http://dx.doi.org/10.25157/je.v8i1.2839
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