Melola Discovery

← Melola Discovery

Jurnal

Analysis of Effect on Service Recovery Four Star Hotel in Semarang City

Management Analysis Journal · Vol. 9 No. 4 (2020) · hlm. 350–354

DOI
10.15294/maj.v9i4.40745
ISSN
2502-1451, 2252-6552
Terbit
2020-12-31
Penerbit
Universitas Negeri Semarang
Bahasa
eng

Abstrak

The purpose of this study is to find out: (1) How much influence does customer satisfaction have on the four-star hotel service recovery in Semarang City. (2) How much impact of customer trust on the service recovery of four-star hotels in Semarang, (3) How big is the influence of customer commitment on service recovery for four-star hotels in Semarang City. The sample in this study amounted to 57 respondents or customers. This study was analyzed using multiple linear regression includes the T-test, F test, and the coefficient of determination. Based on the results of the research and discussions, it can conclude that there is an effect of customer satisfaction on service recovery, there is an effect of customer trust on service recovery also there is an effect of customer commitment on service recovery.

Jaringan kolaborasi para penulis

10 penulis · 28 tautan kepenulisan bersama · 3 lintas organisasi

Arahkan kursor atau ketuk sebuah nama untuk menyorot rekan penulisnya. Klik dua kali untuk membuka halaman penulis.

  • Sekolah Tinggi Ilmu Ekonomi Semarang
  • Institut Teknologi dan Bisnis Semarang
  • Afiliasi tidak diketahui
  • Organisasi berbeda
  • Organisasi sama
  • Afiliasi tidak diketahui
  • Garis lebih tebal = lebih banyak artikel bersama · lingkaran lebih besar = lebih banyak artikel
Tampilkan sebagai tabel
Rekan penulisOrganisasiArtikel bersama
Catur PrabowoAfiliasi tidak diketahui8
Sri Wiranti SetiyantiSekolah Tinggi Ilmu Ekonomi Semarang4
WahyudiAfiliasi tidak diketahui4
Wahyudi WahyudiSekolah Tinggi Ilmu Ekonomi Semarang2
Teti SafariInstitut Teknologi dan Bisnis Semarang2
Marlina KusumawatiSekolah Tinggi Ilmu Ekonomi Semarang2

Afiliasi berasal dari OpenAlex; metadata OAI-PMH jurnal tidak memuatnya. Penulis tanpa ID OpenAlex dicocokkan berdasarkan nama, sehingga dua orang bisa tergabung atau satu orang bisa terpisah.

Sumber metadata: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/sju/index.php/maj/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 6 Nov 2026.
Metadata asli (oai_dc) 
<oai_dc:dc xmlns="http://www.openarchives.org/OAI/2.0/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:oai_dc="http://www.openarchives.org/OAI/2.0/oai_dc/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/  http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
	<dc:title xml:lang="en-US">Analysis of Effect on Service Recovery Four Star Hotel in Semarang City</dc:title>
	<dc:creator>Heridiansyah, Jefri</dc:creator>
	<dc:creator>Susetyarsi, Theresia</dc:creator>
	<dc:creator>Indriastuti, Ariyani</dc:creator>
	<dc:creator>Triasningrum, Frida Widyawati</dc:creator>
	<dc:description xml:lang="en-US">The purpose of this study is to find out: (1) How much influence does customer satisfaction have on the four-star hotel service recovery in Semarang City. (2) How much impact of customer trust on the service recovery of four-star hotels in Semarang, (3) How big is the influence of customer commitment on service recovery for four-star hotels in Semarang City. The sample in this study amounted to 57 respondents or customers. This study was analyzed using multiple linear regression includes the T-test, F test, and the coefficient of determination. Based on the results of the research and discussions, it can conclude that there is an effect of customer satisfaction on service recovery, there is an effect of customer trust on service recovery also there is an effect of customer commitment on service recovery.</dc:description>
	<dc:publisher xml:lang="en-US">Universitas Negeri Semarang</dc:publisher>
	<dc:date>2020-12-31</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/sju/maj/article/view/40745</dc:identifier>
	<dc:identifier>10.15294/maj.v9i4.40745</dc:identifier>
	<dc:source xml:lang="en-US">Management Analysis Journal; Vol 9 No 4 (2020): Management Analysis Journal; 350-354</dc:source>
	<dc:source>2502-1451</dc:source>
	<dc:source>2252-6552</dc:source>
	<dc:source>10.15294/maj.v9i4</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/sju/maj/article/view/40745/17767</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2020 Management Analysis Journal</dc:rights>
</oai_dc:dc>