PENGARUH KUALITAS PELAYANAN DAN PENGALAMAN TAMU TERHADAP KEPUASAN TAMU DI HOTEL FOUR POINTS BY SHERATON BANDUNG

Muhamad Fadillah Dian Pamungkas, - and Erry Sukriah, - and Armandha Redo Pratama, - (2025) PENGARUH KUALITAS PELAYANAN DAN PENGALAMAN TAMU TERHADAP KEPUASAN TAMU DI HOTEL FOUR POINTS BY SHERATON BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.

Abstract

Industri pariwisata di Indonesia menunjukkan perkembangan signifikan pasca pandemi COVID-19, khususnya di Kota Bandung yang ditandai peningkatan jumlah kunjungan wisatawan. Kondisi ini membuka peluang bagi sektor perhotelan untuk berkembang. Namun, Hotel Four Points by Sheraton Bandung mengalami penurunan tingkat okupansi serta menerima sejumlah ulasan negatif dari tamu terkait pelayanan dan pengalaman tamu yang kurang optimal. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan dan pengalaman tamu terhadap kepuasan tamu di Hotel Four Points by Sheraton Bandung. Penelitian ini menerapkan jenis penelitian kuantitatif dengan desain survei untuk menganalisis pengaruh kualitas pelayanan (X1) dan pengalaman tamu (X2) sebagai variabel independen terhadap kepuasan tamu (Y) sebagai variabel dependen. Data dikumpulkan melalui metode kuesioner dengan total 140 responden yang memiliki pengalaman menginap di Hotel Four Points by Sheraton Bandung. Teknik analisis yang digunakan mencakup analisis deskriptif serta analisis regresi linear berganda dengan bantuan perangkat lunak IBM SPSS Statistic 30. Hasil penelitian menunjukkan bahwa kualitas pelayanan dan pengalaman tamu berada dalam kategori sangat baik. Melalui hasil analisis regresi linear berganda, didapatkan persamaan regresi Y = 2,021 + 0,073X1 + 0,366X2, yang memperlihatkan bahwa terdapat pengaruh positif antara variabel independen terhadap variabel dependen. Selain itu, pengujian hipotesis membuktikan bahwa kualitas pelayanan maupun pengalaman tamu berpengaruh secara parsial dan simultan terhadap kepuasan tamu di Hotel Four Points by Sheraton Bandung. Tourism industry in Indonesia showed significant growth after the COVID-19 pandemic, particularly in Bandung City, as indicated by the increasing number of tourist visits. This condition created opportunities for the hospitality sector to develop. However, Four Points by Sheraton Bandung Hotel experienced a decline in occupancy rates and received several negative reviews from guests regarding suboptimal service and guest experiences. This study aimed to analyze the influence of service quality and guest experience on guest satisfaction at Four Points by Sheraton Bandung Hotel. A quantitative research method with a survey design was employed to examine the influence of service quality (X1) and guest experience (X2) as independent variables on guest satisfaction (Y) as the dependent variable. Data were collected through questionnaires distributed to 140 respondents who had stayed at Four Points by Sheraton Bandung Hotel. The analysis techniques used included descriptive analysis and multiple linear regression analysis, assisted by IBM SPSS Statistics 30 software. The results showed that both service quality and guest experience were rated as very good. The multiple linear regression analysis produced the equation Y = 2.021 + 0.073X1 + 0.366X2, indicating a positive influence of the independent variables on the dependent variable. Furthermore, hypothesis testing confirmed that both service quality and guest experience had partial and simultaneous effects on guest satisfaction at Four Points by Sheraton Bandung Hotel.

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Item Type:	Thesis (S1)
Additional Information:	ID SINTA Dosen Pembimbing Erry Sukriah: 6721572 Armandha redo Pratama: 6748167
Uncontrolled Keywords:	Kualitas Pelayanan, Pengalaman Tamu, Kepuasan Tamu, Hotel Four Points By Sheraton Bandung Service Quality, Guest Experience, Guest Satisfaction, Four Points By Sheraton Bandung Hotel
Subjects:	L Education > L Education (General)
Divisions:	Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Resort & Leisure
Depositing User:	Alsa Kurnia Muhammad Rizky
Date Deposited:	05 Dec 2025 09:32
Last Modified:	05 Dec 2025 09:32
URI:	http://repository.upi.edu/id/eprint/134567

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