Fakhra Nur Sabillah, - (2023) PENGARUH KUALITAS FASILITAS DAN KUALITAS PELAYANAN TERHADAP KEPUASAN TAMU DI ARION SUITES HOTEL BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.
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Abstract
Arion Suites Hotel merupakan salah satu hotel bintang empat yang ada di kota Bandung. Arion Suites Hotel sudah berdiri terhitung sejak 2005. Kualitas fasilitas dan kualitas pelayanan termasuk ke dalam produk yang ditawarkan oleh hotel dan memiliki peranan penting. Namun, ditemukan keluhan mengenai kualitas fasilitas dan kualitas pelayanan di Arion Suites Hotel. Oleh karena itu, perlu dilakukan sebuah pengukuran kepuasan tamu guna mengetahui sejauh mana kualitas fasilitas dan kualitas pelayanan berpengaruh terhadap kepuasan. Penelitian ini bertujuan untuk mengidentifikasi kualitas fasilitas, kualitas pelayanan, dan tingkat kepuasan tamu yang menginap di Arion Suites Hotel Bandung. Selain itu, penelitian ini juga memiliki tujuan untuk menganalisis pengaruh kualitas fasilitas dan kualitas pelayanan terhadap kepuasan tamu di Arion Suites Hotel Bandung. Penelitian ini dilakukan menggunakan pendekatan kuantitatif dengan analisis regresi linear berganda sebagai teknik analisis data. Jumlah sampel yang digunakan adalah sebanyak 100 responden dengan kriteria tamu yang pernah menginap di Arion Suites Hotel Bandung. Pengolahan data dilakukan dengan menggunakan alat analisis IBM SPSS versi 24.0. Berdasarkan hasil penelitian diperoleh hasil persamaan regresi Y=0,331+0,049X1+0,404X2. Temuan dari penelitian ini dapat disimpulkan bahwa: 1) kualitas fasilitas di Arion Suites Hotel Bandung termasuk ke dalam kategori baik, 2) kualitas pelayanan di Arion Suites Hotel Bandung tergolong ke dalam kategori baik, 3) tingkat kepuasan tamu di Arion Suites Hotel Bandung termasuk ke dalam kategori tinggi, 4) kualitas fasilitas dan kualitas pelayanan secara bersamaan berpengaruh secara signifikan terhadap kepuasan. Kualitas fasilitas dan kualitas pelayanan memiliki pengaruh signifikan sebesar 39% terhadap kepuasan.; Arion Suites Hotel is one of the four star hotels in the city of Bandung. Arion Suites Hotel has been established since 2005. Quality of facilities and service quality are included in the products offered by hotels and have an important role. However, complaints were found regarding the quality of facilities and service quality at the Arion Suites Hotel. Therefore, it is necessary to measure guest satisfaction in order to determine the extent to which the quality of facilities and service quality affect satisfaction. This study aims to identify the quality of facilities, service quality, and level of guest satisfaction staying at Arion Suites Hotel Bandung. In addition, this study also aims to analyze the effect of the quality of facilities and service quality on guest satisfaction at Arion Suites Hotel Bandung. This research was conducted using a quantitative approach with multiple linear regression analysis as a data analysis technique. The number of samples used is 100 respondents with the criteria of guests who have stayed at Arion Suites Hotel Bandung. Data processing was performed using the IBM SPSS version 24.0 analysis tool. Based on the results of the study, the results of the regression equation Y = 0.331 + 0.049X1 + 0.404X2. The findings from this study can be concluded that: 1) the quality of facilities at Arion Suites Hotel Bandung is in the good category, 2) the quality of service at Arion Suites Hotel Bandung is in the good category, 3) the level of guest satisfaction at Arion Suites Hotel Bandung is in the in the high category, 4) the quality of facilities and service quality simultaneously have a significant effect on satisfaction. Quality of facilities and quality of service have a significant effect of 39% on satisfaction.
| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | ID SINTA Dosen Pembimbing: Erry Sukriah: 6721572 |
| Uncontrolled Keywords: | Kualitas Fasilitas, Kualitas Pelayanan, Kepuasan Tamu; Quality of Facilities, Quality of Service, Guest Satisfaction |
| Subjects: | G Geography. Anthropology. Recreation > GV Recreation Leisure H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Resort & Leisure |
| Depositing User: | Fakhra Nur Sabillah |
| Date Deposited: | 10 Oct 2023 03:50 |
| Last Modified: | 10 Oct 2023 03:50 |
| URI: | http://repository.upi.edu/id/eprint/109867 |
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