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Hotel business is now a service business that is bright enough, as
evidenced from the number of hotel guests showed a tendency to increase. Same
thing happens at the Crown Hotel is one of the hotel in Pangkalan Bun which has
been operating since 1999, their perceptions will provide assessments of the quality
of services provided by the hotel. Quality of service has several dimensions formed
from the factors that need to be revealed the influence and where the most dominant
contribution to the loyalty of their customers Mahkota Hotel in Pangkalan Bun. The
purpose of this study to establish the factors of service quality dimensions and to
investigate the effect and magnitude of the most dominant contribution to customer
loyalty Crown hotel. The population is consumers of hotel guests as a lodger at the
Crown Hotel, where 175 people sampling is done with technique and accidentalscheduled-
proportional sampling. In conducting the study authors mengunpulkan
data through questionnaires, which is then processed with the technique of
descriptive analysis, factor analysis eksploratorik and multiple linear regression
analysis. The results of this study there were five variables of service quality which,
for t-tests found that two dominant variables that have a significant relationship,
namely reliability and emphaty variables. While testing the F test is jointly found
that five variables jointly have a relationship with customer loyalty. And to test the
correlation of five variables has a strong relationship with customer loyalty and
same direction. Finally, this study provides recommendations to the crown hotel
management, the academics to make an evaluation, standards of assessment quality
crown hotel in Pangkalan Bun.
Kata Kunci : quality of service (reliability and emphaty), customer loyalty
