{"id":"https://openalex.org/W4392575509","doi":"https://doi.org/10.51826/fokus.v22i1.1077","title":"ANAISIS PENGARUH SERVICE QUALITY DAN COMPLAIN HANDLING TERHADAP CUSTOMER SATIFICATION PADA NITE AND DAY HOTEL MELAWI","display_name":"ANAISIS PENGARUH SERVICE QUALITY DAN COMPLAIN HANDLING TERHADAP CUSTOMER SATIFICATION PADA NITE AND DAY HOTEL MELAWI","publication_year":2024,"publication_date":"2024-03-04","ids":{"openalex":"https://openalex.org/W4392575509","doi":"https://doi.org/10.51826/fokus.v22i1.1077"},"language":"id","primary_location":{"id":"doi:10.51826/fokus.v22i1.1077","doi":"https://doi.org/10.51826/fokus.v22i1.1077","is_oa":true,"landing_page_url":"http://dx.doi.org/10.51826/fokus.v22i1.1077","pdf_url":"https://jurnal.unka.ac.id/index.php/fisip/article/download/1077/862","source":{"id":"https://openalex.org/S4210190815","display_name":"FOKUS Publikasi Ilmiah untuk Mahasiswa Staf Pengajar dan Alumni Universitas Kapuas Sintang","issn_l":"1693-0762","issn":["1693-0762","2599-3518"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210133176","host_organization_name":"Universitas Kapuas Sintang","host_organization_lineage":["https://openalex.org/I4210133176"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"FOKUS : Publikasi Ilmiah untuk Mahasiswa, Staf Pengajar dan Alumni Universitas Kapuas Sintang","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://jurnal.unka.ac.id/index.php/fisip/article/download/1077/862","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5015536782","display_name":"Venny Adhita Octaviani","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Venny Adhita Octaviani","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":null,"display_name":"Imam Asrori","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Imam Asrori","raw_affiliation_strings":["Kapuas University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Kapuas University","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.2196,"has_fulltext":true,"cited_by_count":5,"citation_normalized_percentile":{"value":0.81722406,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":93,"max":97},"biblio":{"volume":"22","issue":"1","first_page":"11","last_page":"11"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9922000169754028,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9922000169754028,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.006500000134110451,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.00039999998989515007,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9990000128746033},{"id":"https://openalex.org/keywords/customer-complaint-handling","display_name":"complaint handling","score":0.9729999899864197},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/hotel-industry","display_name":"hotel industry","score":0.7009999752044678}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6256902813911438},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5399532318115234},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4310365915298462},{"id":"https://openalex.org/C178550888","wikidata":"https://www.wikidata.org/wiki/Q2043282","display_name":"Business administration","level":1,"score":0.4133409261703491},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4105266332626343},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.320926696062088},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.05408540368080139},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.51826/fokus.v22i1.1077","doi":"https://doi.org/10.51826/fokus.v22i1.1077","is_oa":true,"landing_page_url":"http://dx.doi.org/10.51826/fokus.v22i1.1077","pdf_url":"https://jurnal.unka.ac.id/index.php/fisip/article/download/1077/862","source":{"id":"https://openalex.org/S4210190815","display_name":"FOKUS Publikasi Ilmiah untuk Mahasiswa Staf Pengajar dan Alumni Universitas Kapuas Sintang","issn_l":"1693-0762","issn":["1693-0762","2599-3518"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210133176","host_organization_name":"Universitas Kapuas Sintang","host_organization_lineage":["https://openalex.org/I4210133176"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"FOKUS : Publikasi Ilmiah untuk Mahasiswa, Staf Pengajar dan Alumni Universitas Kapuas Sintang","raw_type":"journal-article"},{"id":"pmh:oai:ojs2.jurnal.unka.ac.id:article/1077","doi":null,"is_oa":true,"landing_page_url":"https://jurnal.unka.ac.id/index.php/fisip/article/view/1077","pdf_url":null,"source":{"id":"https://openalex.org/S4210190815","display_name":"FOKUS Publikasi Ilmiah untuk Mahasiswa Staf Pengajar dan Alumni Universitas Kapuas Sintang","issn_l":"1693-0762","issn":["1693-0762","2599-3518"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210133176","host_organization_name":"Universitas Kapuas Sintang","host_organization_lineage":["https://openalex.org/I4210133176"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"10.51826/fokus.v22i1","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"doi:10.51826/fokus.v22i1.1077","doi":"https://doi.org/10.51826/fokus.v22i1.1077","is_oa":true,"landing_page_url":"http://dx.doi.org/10.51826/fokus.v22i1.1077","pdf_url":"https://jurnal.unka.ac.id/index.php/fisip/article/download/1077/862","source":{"id":"https://openalex.org/S4210190815","display_name":"FOKUS Publikasi Ilmiah untuk Mahasiswa Staf Pengajar dan Alumni Universitas Kapuas Sintang","issn_l":"1693-0762","issn":["1693-0762","2599-3518"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210133176","host_organization_name":"Universitas Kapuas Sintang","host_organization_lineage":["https://openalex.org/I4210133176"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"FOKUS : Publikasi Ilmiah untuk Mahasiswa, Staf Pengajar dan Alumni Universitas Kapuas Sintang","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4392575509.pdf","grobid_xml":"https://content.openalex.org/works/W4392575509.grobid-xml"},"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W7216789526","https://openalex.org/W2949830990","https://openalex.org/W3195121583","https://openalex.org/W7219073497","https://openalex.org/W2980386533","https://openalex.org/W7216254391","https://openalex.org/W7216514753","https://openalex.org/W7220164975","https://openalex.org/W2950458157","https://openalex.org/W2944535219"],"abstract_inverted_index":{"Abstrak:":[0],"Penelitian":[1],"ini":[2],"dilakukan":[3],"untuk":[4],"menganalisis":[5],"pengaruh":[6],"service":[7,31,62],"quality":[8,32,63],"dan":[9,64],"complain":[10,45,65],"handling":[11,46,66],"terhadap":[12,36,49],"customer":[13,37,50,71],"satisfication":[14,38,51,72],"dengan":[15,80],"sampel":[16],"konsumen":[17],"Nite":[18,74],"and":[19,75],"Day":[20,76],"Hotel":[21,77],"Melawi":[22],"sebanyak":[23],"91":[24],"responden.":[25],"Hasil":[26,57],"penelitian":[27],"menunjukkan":[28],"secara":[29,67],"parsial":[30],"tidak":[33],"berpengaruh":[34,47],"signifikan":[35,48],"(sig":[39,52],"t":[40,53],"hitung":[41,54,84],">":[42],"0,05).":[43,56],"Selanjutnya":[44],"<":[55,85],"uji":[58],"F":[59,83],"diperoleh":[60],"bahwa":[61],"bersama-sama":[68],"(simultan)":[69],"mempengaruhi":[70],"pada":[73],"Melawi,":[78],"ditunjukkan":[79],"nilai":[81],"signifikansi":[82],"0,05.":[86]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":2}],"updated_date":"2026-11-10T11:39:43.021295","created_date":"2024-03-08T00:00:00"}