PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN TAMU DI CIWIDEY VALLEY RESORT

Muhamad Zaidan Agastya, - (2024) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN TAMU DI CIWIDEY VALLEY RESORT. S1 thesis, Universitas Pendidikan Indonesia.

Abstract

Penelitian ini memiliki tujuan yaitu untuk menganalisis dan mengetahui pengaruh kualitas pelayanan yang dimensinya terdiri dari reliability, responsiveness, assurance, empathy, dan tangible terhadap kepuasan tamu di Ciwidey Valley Resort secara parsial dan simultan. Metode penelitian yang digunaka didalam penelitian ini yaitu kuantitatif. Populasi dalam penelitian ini yaitu tamu yang pernah menginap di Ciwidey Valley Resort. Sampel yang didapat menggunakan rumus slovin berjumlah 100 responden. Data dikumpulkan melalui kuesioner yang disebar ke tamu yang pernah menginap di Ciwidey Valley Resort. Analisis data yang digunakan dalam penelitian ini yaitu analisis regresi linear sederhana dengan alat IBM SPSS 27. Hasil Penelitian ini diinterpretasikan bahwa kualitas pelayanan memiliki pengaruh secara simultan terhadap kepuasan tamu di Ciwidey Valley Resort. Dapat disimpulkan bahwa jika kualitas pelayanan yang terdapat di Ciwidey Valley Resort baik maka cenderung akan memberikan pengalaman yang memuaskan bagi tamu yang pernah menginap, yang diukur dari tingkat kepuasan terhadap pelayanan yang diterima. Kata Kunci: Kualitas Pelayanan, Reliability, Responsivness, Assurance, Empathy,Tangible, Kepuasan Tamu, Ciwidey Valley Resort The purpose of this study is to analyze and determine the influence of service quality whose dimensions consist of reliability, responsiveness, assurance, empathy, and tangible on guest satisfaction at Ciwidey Valley Resort partially and simultaneously. The research method used in this study is quantitative. The population in this study is guests who have stayed at Ciwidey Valley Resort. The sample obtained using the slovin formula amounted to 100 respondents. Data was collected through a questionnaire distributed to guests who had stayed at Ciwidey Valley Resort. The data analysis used in this study is multiple linear regression analysis with the IBM SPSS 27 tool. The results of this study are interpreted that the quality of service does not have a partial influence and has a simultaneous influence on guest satisfaction at Ciwidey Valley Resort. It can be concluded that if the quality of service provided at Ciwidey Valley Resort is good, it tends to provide a satisfactory experience for guests who have stayed, which is measured by the level of satisfaction with the service received. Keywords: Service Quality, Reliability, Responsivness, Assurance, Empathy, Tangible, Guest Satisfaction, Ciwidey Valley Resort

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Official URL: https://repository.upi.edu/
Item Type: Thesis (S1)
Additional Information: ID SINTA Dosen Pembimbing Dally Nur Arif: 6745748 Dias Pratami Putri: 6745906
Uncontrolled Keywords: Kualitas Pelayanan, Reliability, Responsivness, Assurance, Empathy,Tangible, Kepuasan Tamu, Ciwidey Valley Resort
Subjects: L Education > L Education (General)
Divisions: UPI Kampus Sumedang > S1 Industri Pariwisata
Depositing User: Kampus Daerah UPI Sumedang
Date Deposited: 08 Oct 2024 03:40
Last Modified: 08 Oct 2024 03:40
URI: http://repository.upi.edu/id/eprint/127213

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