The Influence of Customer Satisfaction in Terms of Service Quality and Perceived Value

DOI

10.2991/teams-19.2019.57How to use a DOI?

Keywords

Service Quality; Perceived Value and Customer Satisfaction; Melka Excelsior Hotel

Abstract

This study aims to examine the effect of service quality and perceived value on customer satisfaction of Melka Excelsior Hotel, Lovina. Design of this study is causal research. Samples in this study were domestic and foreign countries guests who had stay at the hotel totaling 75 responden. Data collection was done by questionnaire method. Data was analyzed by multiple linear regression analysis. The results of this study indicate that service quality and perceived value has significant influence on customer satisfaction of Melka Excelsior Hotel and the rest is influenced by other factors not taken in this research.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Kadek Martini
AU  - I Wayan Budi Sujana Sangging
AU  - Made Sandi Merta
PY  - 2019/11
DA  - 2019/11
TI  - The Influence of Customer Satisfaction in Terms of Service Quality and Perceived Value
BT  - Proceedings of the International Conference on Tourism, Economics, Accounting, Management, and Social Science (TEAMS 19)
PB  - Atlantis Press
SP  - 337
EP  - 341
SN  - 2352-5428
UR  - https://doi.org/10.2991/teams-19.2019.57
DO  - 10.2991/teams-19.2019.57
ID  - Martini2019/11
ER  -