ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUTUSAN PELANGGAN MENGINAP DI HOTEL MY HOME PONTIANAK
This study aims to find out if there is a significant influence between service quality (reliability, responsiveness, assurance, empathy, and tangible) on the customers satisfaction staying at Hotel My Home Pontianak. This type of research is associative research with a quantitative approach. The sampling technique is purposive sampling method with the number of respondents as many as 60 people. The data collection in this study is by observation, interview, and questionnaire. Quantitative data analysis techniques with multiple regression analysis using SPSS version 25. The results of this study showed there is a significant influence between service quality variables and simultaneous customer decision variables. Partial testing showed only assurance and empathy variables had a significant effect on customer decision variables.