PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP WORD OF MOUTH TAMU HOTEL CALIFORNIA BANDUNG
DAFTAR GRAFIK
Grafik 1.1 Tingkat Penghunian Kamar Hotel (TPK) Hotel Berbintang di Jawa
Barat ......................................................................................................3
Grafik 1.2 Jumlah Pengunjung Hotel California ....................................................7
Grafik 4.1 Scatterplot Uji Heteroskedastisitas ......................................................77
Grafik 4.2 Scatterplot Uji Heteroskedastisitas ......................................................85
x
DAFTAR GAMBAR
Gambar 2.1 Konsep Kepuasan Pelanggan ........................................................................... 30
Gambar 2.2 Paradigma Pemikiran ....................................................................................... 42
Gambar 3.1 Diagram Jalur ................................................................................................... 55
Gambar 4.1 Garis Kontinum Variabel Kualitas Pelayanan ................................................. 64
Gambar 4.2 Garis Kontinum Variabel Harga ...................................................................... 66
Gambar 4.3 Garis Kontinum Kepuasan Pelanggan .............................................................. 68
Gambar 4.4 Garis Kontinum Word of Mouth
.......................................................................69
Gambar 4.5 Konseptual Diagram Analisis Jalur .................................................................. 73
Gambar 4.6 Diagram Konseptual Analisis Jalur Substruktur Satu ...................................... 76
Gambar 4.7 Diagram Koefisien Jalur Substruktur Satu ....................................................... 77
Gambar 4.8 Diagram Konseptual Analisis Jalur Substruktur Dua ...................................... 83
Gambar 4.9 Diagram Koefisien Jalur ................................................................................... 85
Gambar 4.10 Dekomposisi Substruktur Satu Dan Substruktur Dua .................................... 87
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Grafik 1.1 Tingkat Penghunian Kamar Hotel (TPK) Hotel Berbintang di Jawa
Barat ......................................................................................................3
Grafik 1.2 Jumlah Pengunjung Hotel California ....................................................7
Grafik 4.1 Scatterplot Uji Heteroskedastisitas ......................................................77
Grafik 4.2 Scatterplot Uji Heteroskedastisitas ......................................................85
x
DAFTAR GAMBAR
Gambar 2.1 Konsep Kepuasan Pelanggan ........................................................................... 30
Gambar 2.2 Paradigma Pemikiran ....................................................................................... 42
Gambar 3.1 Diagram Jalur ................................................................................................... 55
Gambar 4.1 Garis Kontinum Variabel Kualitas Pelayanan ................................................. 64
Gambar 4.2 Garis Kontinum Variabel Harga ...................................................................... 66
Gambar 4.3 Garis Kontinum Kepuasan Pelanggan .............................................................. 68
Gambar 4.4 Garis Kontinum Word of Mouth
.......................................................................69
Gambar 4.5 Konseptual Diagram Analisis Jalur .................................................................. 73
Gambar 4.6 Diagram Konseptual Analisis Jalur Substruktur Satu ...................................... 76
Gambar 4.7 Diagram Koefisien Jalur Substruktur Satu ....................................................... 77
Gambar 4.8 Diagram Konseptual Analisis Jalur Substruktur Dua ...................................... 83
Gambar 4.9 Diagram Koefisien Jalur ................................................................................... 85
Gambar 4.10 Dekomposisi Substruktur Satu Dan Substruktur Dua .................................... 87
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