Hayuning, Lufi Nurfitriani (2014) PENGARUH AUGMENTED PRODUCT PAKET MEETING DAN KUALITAS PELAYANAN BANQUET TERHADAP KEPUASAN TAMU BISNIS DI SAVOY HOMANN BIDAKARA HOTEL, BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.
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Abstract
Kepuasan tamu atas pelayanan hotel merupakan tolak ukur sebuah pencapaian, karena dimana terdapat kepuasan maka akan terjadi dampak positif bagi keberlangsungan hotel tersebut. Pada penelitian ini membahas mengenai pengaruh antara paket meeting dan kualitas pelayanan Banquet terhadap kepuasan tamu bisnis di Savoy Homann Bidakara Hotel. Peneliti memfokuskan penelitian pada permasalahan yang ada di Savoy Homann Bidakara Hotel yang timbul akibat menurunnya jumlah pembelian paket meeting di Savoy Homann Bidakara Hotel. Penelitian ini bertujuan untuk mengidentifikasi penilaian tamu bisnis mengenai paket meeting dan kualitas pelayanan Banquet, dan mengidentifikasi pula kepuasan tamu bisnis terhadap paket meeting dan kualitas pelayanan Banquet di Savoy Homann Bidakara Hotel. Metode yang digunakan dalam penelitian ini adalah analisis deskriptif dengan pendekatan kuantitatif, yaitu metode yang digunakan untuk mengetahui apakah terdapat pengaruh antara paket meeting dan kualitas pelayanan Banquet terhadap kepuasan tamu bisnis di Savoy Homann Bidakara Hotel.Dalam penelitian ini teknik yang digunakan adalah teknik regresi linear berganda, hal tersebut dikarenakan pada penelitian ini terdapat tiga variabel dimana satu variabel dependen dan dua variabel independen sebagai faktor prediktor. Teori-teori yang berkaitan dengan penelitian ini diantaranya tentang produk, kualitas pelayanan jasa, Banquet, dan kepuasan konsumen. Pengumpulan data dalam penelitian ini dilakukan dengan cara observasi, penyebaran kuesioner, dan studi literatur/pustaka.Berdasarkan hasil penelitian pada pembahasan yang disertai dengan teori-teori yang mendukung, hasil penelitian menunjukkan bahwa terdapat pengaruh paket meeting dan kualitas pelayanan Banquet sebesar 26,21% terhadap kepuasan tamu bisnis di Savoy Homann Bidakara Hotel. Berdasarkan data yang diperoleh dari penelitian tersebut, dapat ditarik kesimpulan bahwa paket meeting dan kualitas pelayanan memiliki pengaruh yang signifikan terhadap kepuasan tamu bisnis. Hotel guest’s satisfaction with the service is a measurement of achievement because if there is satisfaction there will be a positive effect for sustainability of the hotel . This study discusses about the influence of meeting packages and service quality toward satisfaction of business guest in the Savoy Homann Bidakara Hotel. The research focuses on the problems that exist in the Savoy Homann Bidakara Hotel due to the decreasing number of meeting package’s purchase in Savoy Homann Bidakara Hotel. This study aims to identify the business guest’s valuation about meeting packages and quality of Banquet service and also to describe the guest satisfaction towards meeting packages and quality of Banquet service in the Savoy Homann Bidakara Hotel. The method used in this study is a descriptive analysis with quantitative approach used to determine whether there is any influence between meeting packages and quality of service toward satisfaction of business guest in the Savoy Homann Bidakara Hotel. In this research, the technique used is multiple linear regression technique because in this study there are three variables in which one dependent variable and two independent variables as predictors. The theories related to this study include the product, quality of service, Banquet, and customer satisfaction. The data was collected by observation, questionnaires, and literature studies. Based on the result of the research which accompanied by discussion and supporting theories, the result shows that there are effects of meeting packages and quality of Banquet service for 26.21% toward guest satisfaction in the Savoy Homann Bidakara Hotel. Based on the data obtained from this study, it can be concluded that the meeting package and service quality have a significant effect on business guest’s satisfaction.
| Item Type: | Thesis (S1) |
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| Additional Information: | No.Panggil S MRL HAY p-2014 |
| Uncontrolled Keywords: | Augmented Product Paket Meeting, Kualitas Pelayanan Banquet, dan Kepuasan Tamu Bisnis. |
| Subjects: | L Education > L Education (General) |
| Divisions: | Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Resort & Leisure |
| Depositing User: | DAM STAF Editor |
| Date Deposited: | 24 Feb 2015 07:56 |
| Last Modified: | 24 Feb 2015 07:56 |
| URI: | http://repository.upi.edu/id/eprint/13364 |
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