PENGARUH FASILITAS DAN GUEST RELATION OFFICER TERHADAP LOYALITAS YANG DI MEDIASI OLEH KEPUASAN TAMU MEMBER DI HOTEL X KOTA BANDUNG

    Indah Mutiara Sari, - and Sri Marhanah, - and Armandha Redo Pratama, - (2025) PENGARUH FASILITAS DAN GUEST RELATION OFFICER TERHADAP LOYALITAS YANG DI MEDIASI OLEH KEPUASAN TAMU MEMBER DI HOTEL X KOTA BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.

    Abstract

    Penelitian ini bertujuan untuk menganalisis pengaruh fasilitas dan peranan Guest Relation Officer (GRO) terhadap kepuasan tamu serta dampaknya pada loyalitas tamu di Padma Hotel Bandung. Metode penelitian yang digunakan adalah kuantitatif dengan analisis regresi linear berganda dan teknik analisis jalur (path analysis). Populasi dalam penelitian ini adalah tamu anggota (member) hotel, dengan sampel yang ditentukan menggunakan teknik purposive sampling. Hasil penelitian menunjukkan bahwa fasilitas dan peranan GRO berpengaruh positif terhadap kepuasan tamu. Selain itu, fasilitas, peranan GRO, dan kepuasan tamu terbukti berpengaruh terhadap loyalitas tamu. Namun, kepuasan tamu tidak berperan sebagai variabel mediasi dalam hubungan antara fasilitas dan peranan GRO dengan loyalitas tamu. Temuan ini menegaskan bahwa faktor utama yang memengaruhi loyalitas tamu lebih kuat berasal dari fasilitas dan layanan personal GRO dibandingkan dari aspek kepuasan sebagai variabel perantara. This study aims to analyze the influence of facilities and the role of Guest Relation Officer (GRO) on guest satisfaction and its impact on guest loyalty at Padma Hotel Bandung. The research method applied was quantitative using multiple linear regression and path analysis techniques. The population of this study consisted of hotel member guests, with the sample determined through purposive sampling. The results indicate that both facilities and the role of GRO have a positive effect on guest satisfaction. Furthermore, facilities, the role of GRO, and guest satisfaction were found to significantly influence guest loyalty. However, guest satisfaction did not serve as a mediating variable in the relationship between facilities and the role of GRO with guest loyalty. These findings emphasize that the main factors influencing guest loyalty are more strongly driven by facilities and personalized services provided by GRO rather than guest satisfaction as an intervening variable.

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    Official URL: https://repository.upi.edu/
    Item Type: Thesis (S1)
    Additional Information: ID SINTA PEMBIMBING; 5993537 6748167
    Uncontrolled Keywords: Fasilitas, Guest Relation Officer, Kepuasan Tamu, Loyalitas Tamu, Hotel Facilities, Guest Relation Officer, Guest Satisfaction, Guest Loyalty, Hotel
    Subjects: G Geography. Anthropology. Recreation > GV Recreation Leisure
    L Education > L Education (General)
    Divisions: Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Resort & Leisure
    Depositing User: Indah Mutiara Sari
    Date Deposited: 23 Sep 2025 05:45
    Last Modified: 23 Sep 2025 05:45
    URI: http://repository.upi.edu/id/eprint/140108

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