Asshara, Salsabila Fioletta (2026) Pengaruh Kualitas Pelayanan Terhadap Rating Dan Review Online di Ascent Premiere Pasuruan Hotel & Covention. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Technological developments have changed the way consumers search for information before choosing a hotel. One of the most widely used sources of information is online ratings and reviews, which reflect guests' experiences of the quality of service they received. This study aims to analyse the influence of service quality on online ratings and reviews at Hotel Ascent Premiere Pasuruan. The study uses a quantitative approach with an explanatory design. The independent variable in this study is the quality of service, which is measured using the five dimensions of SERVQUAL: tangibles, reliability, responsiveness, assurance, and empathy. The dependent variable is the online rating and review. Data was obtained by distributing a questionnaire to 100 respondents who had previously stayed at the hotel and provided a rating or review on Google Reviews. The sampling technique used was purposive sampling, and the data analysis was performed using multiple linear regression in IBM SPSS Statistics 25. The results of the study showed that, simultaneously, the quality of service did not have a significant effect on the rating and review online. However, reliability and empathy had a significant impact on ratings and reviews online, while tangibles, responsiveness and assurance did not show a significant impact. These findings suggest that service reliability and employee empathy are factors that guests consider more when providing online feedback than other service dimensions. Keywords: Electronic word of mouth (e-WOM), hotel industry, online ratings, online reviews, SERVQUAL.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | G Geography. Anthropology. Recreation > GV Recreation Leisure | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Department of Tourism | ||||||||
| Depositing User: | Ms Salsabila Fioletta Asshara | ||||||||
| Date Deposited: | 10 Aug 2026 06:46 | ||||||||
| Last Modified: | 10 Aug 2026 06:55 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/58525 |
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