Shafa Eka Nasyanda, - and Sri Marhanah, - and Gilang Nur Rahman, - (2025) KEPUASAN TAMU SEBAGAI MEDIATOR ANTARA KUALITAS PELAYANAN DAN LOYALITAS TAMU DI THE TRANS LUXURY HOTEL BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.
Abstract
Kualitas pelayanan merupakan aspek penting dalam memperoleh kepuasan tamu serta loyalitas tamu. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan terhadap kepuasan tamu, pengaruh kualitas pelayanan terhadap loyalitas tamu, pengaruh kepuasan tamu terhadap loyalitas tamu, serta mengidentifikasi pengaruh kepuasan tamu sebagai variabel mediasi pada hubungan kualitas pelayanan dan loyalitas tamu. Populasi dalam penelitian ini adalah seluruh tamu The Trans Luxury Hotel Bandung yang pernah menginap, dengan teknik pengambilan sampel menggunakan purposive sampling. Dengan menggunakan metode penelitian kuantitatif, teknik pengumpulan data yang dilakukan yakni studi literatur dan penyebaran kuesioner. Teknik analisis data yang digunakan dalam penelitian ini yaitu terdiri dari teknik analisis statistik deskriptif mengenai tanggapan responden terhadap masing-masing variabel penelitian, kemudian dilakukan analisis verifikatif seperti uji hipotesis, analisis jalur serta uji sobel. Hasil penelitian menunjukkan bahwa nilai dari kualitas pelayanan sebesar 74,9% dan termasuk pada kategori baik. Kepuasan tamu berada pada kategori puas dengan penilaian sebesar 73,2%. Kemudian loyalitas tamu mendapatkan nilai sebesar 73,05% yang termasuk pada kategori loyal. Hasil dari penelitian inipun menunjukkan bahwa seluruh hipotesis diterima, yang berarti kualitas pelayanan berpengaruh signifikan terhadap kepuasan tamu, kualitas pelayanan berpengaruh signifikan terhadap loyalitas tamu, kepuasan tamu berpengaruh signifikan terhadap kepuasan tamu, serta kepuasan tamu berhasil memediasi pengaruh antara kualitas pelayanan dan loyalitas tamu. Dari hasil penelitian, disarankan kepada pihak hotel untuk terus meningkatkan kualitas pelayanan, menjaga konsistensi dalam memenuhi kebutuhan tamu, dan memastikan pengalaman tamu yang optimal untuk mendukung kepuasan serta loyalitas mereka secara berkelanjutan. Service quality is an important aspect in gaining customer satisfaction and customer loyalty. This research aims to analyze the influence of service quality on customer satisfaction, the influence of service quality on customer loyalty, the influence of customer satisfaction on customer loyalty, and identify the effect of customer satisfaction as a mediating variable on the relationship between service quality and customer loyalty. The population in this study were all guests who had stayed at The Trans Luxury Hotel Bandung, with the sampling technique using purposive sampling. By using quantitative research methods, the data collection techniques used are literature review and distribution of questionnaires. The data analysis technique used in this study consists of descriptive statistics analysis techniques regarding the responses of respondents to each research variable, then verificative analysis such as hypothesis testing, Path Analysis and Sobel test. The results showed that the value of service quality was 74.9% and was categorized as good. Customer satisfaction is in the satisfied category with a value of 73.2%. Then customer loyalty gets a value of 73.05% which is included in the loyal category. The results of this study also show that all hypotheses are accepted, which means that service quality has a significant effect on customer satisfaction, service quality has a significant effect on customer loyalty, customer satisfaction has a significant effect on customer loyalty, and customer satisfaction successfully mediate the influence between service quality and customer loyalty. From the research results, it is recommended that the hotel continue to improve service quality, maintain consistency in meeting guest needs, and ensure an optimal guest experience to support their satisfaction and loyalty on an ongoing basis.
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S_MRL_2001622_Chapter1.pdf Download (314kB) |
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| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | https://scholar.google.com/citations?view_op=new_articles&hl=en&imq=SHAFA+EKA+NASYANDA# ID SINTA Dosen Pembimbing: Sri Marhanah : 5993537 |
| Uncontrolled Keywords: | Kepuasan Tamu, Kualitas Pelayanan, Loyalitas Tamu, Hotel Customer Satisfaction, Service Quality, Customer Loyalty, Hotel |
| 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: | Shafa Eka Nasyanda |
| Date Deposited: | 28 Apr 2025 07:10 |
| Last Modified: | 28 Apr 2025 07:10 |
| URI: | http://repository.upi.edu/id/eprint/132519 |
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