Lingkungan dan kepuasan konsumen hotel

Abstract

This research aimed to analyze and describe of hotel environment, both physical and social environment which influence to the customer satisfaction. The method used in this research was descriptive quantitative research. Subjects in this research were 25 three-star hotel customers in Malang. Sampling procedure used in this research was incidental sampling. The instruments used in collecting the data were open questionare and interview. Method to analyze data is procentage. It was found that twenty five of respondents stated that exterior design of the hotel was the main factor that influenced customer satisfaction in choosing a hotel. Thirty seven percent of respondents stated that they felt comfort if their vehicles were protected from sunlight and rain. Forty seven percent of respondents stated that room condition, the furniture, interior design, lack of noise and privacy protection were factors that related to their satissfaction. Forty one percent respondent said that attractive and responsive employees and 16.67% respondents said empathic employees make them feel satissfied.

Keywords

• physical and social environment
• customer satisfaction