PENGARUH KEPUASAN HOTEL ATTRIBUTES TERHADAP OVERALL SATISFACTION PADA UPSCALE HOTEL DI KOTA BANDUNG

Joenathan Damarmaya Raharjo, - (2023) PENGARUH KEPUASAN HOTEL ATTRIBUTES TERHADAP OVERALL SATISFACTION PADA UPSCALE HOTEL DI KOTA BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Banyak penelitian telah dilakukan tentang atribut – atribut hotel terkait dengan keputusan pilihan hotel sebagai bagian dari perilaku pra-pembelian. Penelitian ini bertujuan untuk mengukur pengaruh dari kepuasan pada atribut – atribut hotel terhadap overall satisfaction pada upscale hotel di Kota Bandung. Penelitian ini menggunakan pendekatan kuantitatif dengan menggunakan analisis regresi linier berganda untuk menguji pengaruh kepuasan pada atribut – atribut hotel terhadap overall satisfaction. Pengumpulan data dilakukan dengan penyebaran kuesioner pada 140 responden yang pernah menginap minimal satu malam di upscale hotel di Kota Bandung. Hasil penelitian menunjukkan pengaruh kepuasan pada atribut – atribut hotel secara positif mempengaruhi overall satisfaction terhadap tamu yang menginap pada upscale hotel di Kota Bandung memiliki nilai presentase tinggi dan baik dari tamu. Selanjutnya dimensi prompt and courteous service quality, room cleanliness and comfort dan value for money mendapatkan tanggapan yang sangat baik dari tamu serta memberikan pengaruh yang signifikan terhadap overall satisfaction. Secara keseluruhan, dapat diketahui bahwa pengaruh kepuasan pada atribut hotel terhadap overall satisfaction memiliki pengaruh yang kuat. Adapun implikasi dari penelitian ini yaitu upscale hotel Kota Bandung harus memberikan produk, kualitas kamar dan fasilitas serta pelayanan dengan standar kualitas internasional hotel kelas atas agar tamu mendapatkan overall satisfaction. Oleh karena itu. penting bagi pengelola untuk mempertahankan kepuasan tamu serta mengenal betul kebutuhan tamu dan mengembangkan cara untuk meningkatkan produk dan layanan mereka agar tamu merasa puas. Many studies have been conducted on hotel attributes related to hotel choice decisions as part of pre-purchase behavior. This study aims to measure the effect of satisfaction on hotel attributes on overall satisfaction at upscale hotels in the city of Bandung. This study uses a quantitative approach using multiple linear regression analysis to test the effect of satisfaction on hotel attributes on overall satisfaction. Data collection was carried out by distributing questionnaires to 140 respondents who had stayed at least one night at an upscale hotel in the city of Bandung. The results showed that the effect of satisfaction on hotel attributes positively affects the overall satisfaction of guests staying at upscale hotels in the city of Bandung that have a high and good percentage value from guests. Furthermore, the dimensions of prompt and courteous service quality, room cleanliness and comfort and value for money get very good responses from guests and have a significant influence on overall satisfaction. Overall, it can be seen that the effect of satisfaction on hotel attributes on overall satisfaction has a strong influence. The implication of this research is that upscale hotels in Bandung City must provide products, quality rooms and facilities and services with international quality standards for upscale hotels so that guests get overall satisfaction. Therefore. it is important for the manager to maintain guest satisfaction as well as know the needs of guests very well and develop ways to improve their products and services so that guests are satisfied.

Item Type:	Thesis (S1)
Additional Information:	ID SINTA Dosen Pembimbing: Rosita: 5994318 Reiza Miftah Wirakusuma: 5989830
Uncontrolled Keywords:	Hotel Attributes, Overall Satisfaction, Upscale Hotel
Subjects:	G Geography. Anthropology. Recreation > GV Recreation Leisure
Divisions:	Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Resort & Leisure
Depositing User:	Joenathan Damarmaya Raharjo
Date Deposited:	07 Nov 2023 08:38
Last Modified:	07 Nov 2023 08:38
URI:	http://repository.upi.edu/id/eprint/109853

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