Setya, Pandi Damar (2015) PENGARUH PHYSICAL EVIDENCE DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA THE ROYALE KRAKATAU HOTEL KOTA CILEGON. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

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Abstract

Therefore, this research physical evidence (X 1 ) and service quality (X ) is a independent variable and customer satisfaction (Y) as dependent variable. This research using quantitative method which is descriptive design and causal design. Analysis data from 3 variable using SPSS program version 20. Sample quantity used in this research was 97 samples. Data was obtained through a questionnaire tested for validity and reliability. Analysis data used double regression, test F, test t, and also with classic assumption test. The result showed that : Physical evidence is significant affect to customer satisfaction at The Royale Krakatau Hotel Cilegon City, This proven by first test t result obtained t- count value in the amount of (2,021) > t- table 2 (1,9853), then H accepted. Service quality affect significant to customer satisfaction at The Royale Krakatau Hotel Cilegon City, this proven from second test t result which is in the amount of t count (8,828) > t- table (1,9853), then H accepted. Physical evidence and service quality affect significant to customer satisfaction at The Royale Krakatau Hotel Cilegon City. This proved by test F result obtained value F count (39,661) > F table (3,0933) so H 3 2 accepted. The regression equation obtained Y = 1.044 + 0,088 X 1 + 0,548 X

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