PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN KONSUMEN PADA HOTEL METRO KEC. BUNGKU TENGAH KABUPATEN MOROWALI

ABSTRACT
Fathiah Usman, C 201 19 524. The Influence of Service Quality and Customer Value towards the Satisfaction of Customers at the Metro Hotel in Central Bungku Sub-District, Morowali District. Supervised by Maskuri Sutomo.
This research aims to determine the quality of service and customer value towards the satisfaction of customers. This is quantitative research. The population was all customers who have used metro hotel services by the number of samples totaling 97 respondents who were selected using the non-probability sampling technique, namely purpose sampling. The data from this research were analyzed through multiple linear regression analysis. The results of the F test revealed that service quality and customer value simultaneously influence on the satisfaction of the customers at Metro Hotel. The results of the T-test revealed that two variables have a significant influence, namely service quality and customer value at the Metro Hotel in Central Bungku Sub-District, Morowali District.
Keywords: Service Quality, Customer Value, Customer Satisfaction.