PENGARUH KEPERCAYAAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA SIANTAR HOTEL PEMATANG SIANTAR

Abstract

The purposes of this research are: 1. To determine the description of trust, service quality and customer satisfaction at Siantar Hotel Pematang Siantar. 2. To determine the infulence of trust and service quality on customer satisfaction at Siantar Hotel Pematang Siantar either simultaneously or partially. This study uses library research design and field research. The population in this study were all consumers, totaling 34 people as well as being used as a sample. The type of data used in this research is qualitative and quantitative data. Sources of data used are primary data and secondary data. Data collection was carried out using questionnaires, interviews and documentation. The research instrument test used is validity test and reliability test. The data analysis technique used is normality test. Qualitative descriptive analysis and quantitative descriptive analysis. The results of this study are concluded as follows: 1. Trust and service quality are second satisfaction consumers are satisfied. 2. There is a positive influence between trust and service quality on customer satisfaction either simultaneously or partially. 3. There is moderately high correlation between trust and service quality with customer satisfaction. The level of costumer satisfaction can be explained by trust and service quality. 4. The results of the hypothesis test stated that H0 was rejected, meaning that there positive and significant influence between trust and service quality on customer satisfaction at Siantar Hotel Pematang Siantar either simultaneously or partially.