This study aims to determine the relationship of service quality variables and their influence on customer satisfaction at hotels in East Jakarta. The service quality variables used were those defined by Parsuraman as the five dimensions of service quality. To analyze the relationship between...

The purpose of this study is to analyze whether ease of use has a significant effect on customer satisfaction, to analyze whether trust has a significant effect on customer satisfaction, to analyze whether service quality has a significant effect on customer satisfaction, to analyze whether...

The purpose of this study was to test the antecedents of overall customer satisfaction using the expectation confirmation theory and Kano's model. Data analysis methods used PLS-SEM. The sampling technique used purposive sampling. The sample analyzed in this study amounted to 200 respondents....