Lestari, Resik (2016) PENGARUH SERVICE RECOVERY TERHADAP KEPUASAN TAMU MENARA PENINSULA HOTEL JAKARTA : Survei pada wisatawan yang menginap di Menara Peninsula Hotel Jakarta. S1 thesis, Universitas Pendidikan Indonesia.
|
Text
S_MPP_1105979_Title.pdf Download (256kB) | Preview |
|
|
Text
S_MPP_1105979_Abstract.pdf Download (270kB) | Preview |
|
|
Text
S_MPP_1105979_Table_of_content.pdf Download (171kB) | Preview |
|
|
Text
S_MPP_1105979_Chapter1.pdf Download (437kB) | Preview |
|
![[img]](http://repository.upi.edu/style/images/fileicons/text.png) |
Text
S_MPP_1105979_Chapter2.pdf Restricted to Staf Perpustakaan Download (496kB) |
|
|
Text
S_MPP_1105979_Chapter3.pdf Download (627kB) | Preview |
|
|
Text
S_MPP_1105979_Chapter4.pdf Restricted to Staf Perpustakaan Download (1MB) |
|
|
Text
S_MPP_1105979_Chapter5.pdf Download (150kB) | Preview |
|
|
Text
S_MPP_1105979_Bibliography.pdf Download (291kB) | Preview |
|
|
Text
S_MPP_1105979_Appendix.pdf Restricted to Staf Perpustakaan Download (1MB) |
Abstract
Industri perhotelan mempunyai perkembangan yang semakin tinggi disetiap tahunnya. Dengan perkembangan yang ada perhotelan tidak hanya dibutuhkan oleh para wisatawan yang ingin berlibur tetapi juga dibutuhkan untuk MICE (Meeting, Incentive, Conference, Exhibition). Terutama di Kota Jakarta yang wilayahnya didominasi oleh perkantoran, sehingga banyak para pebisnis membutuhkan tempat tinggal untuk mengadakan kegiatan-kegiatan bisnis. Menara Peninsula Hotel Jakarta menyadari akan perkembangan kebutuhan para pebisnis, sehingga fasilitas yang diutamakan dan dilengkapi adalah untuk kegiatan MICE (Meeting, Incentive, Conference, Exhibition). Tetapi ketika fasilitas yang ada tidak diselaraskan dengan pelayanan yang baik, Menara Peninsula Hotel Jakarta akan kehilangan kepercayaan tamu-tamunya, dan tamu-tamu yang ada akan beralih ke hotel bisnis pesaing yang lebih baik. Oleh karena itu Menara Peninsula Hotel Jakarta menerapkan program service recovery terhadap service failure yang terjadi untuk memenuhi kepuasan tamu. Upaya tersebut dilakukan melalui dimensi service recovery yang terdiri dari distributive justice, procedural justice dan interactional justice. Tujuan penelitian ini adalah memperoleh temuan pengaruh service recovery terhadap kepuasan tamu. Teknik pengumpulan data dilakukan melalui kuesioner dan jenis penelitian ini bersifat deskriptif dan verifikatif yaitu pengujian hipotesis dengan teknik analaisis regresi linier berganda dengan menggunakan software computer SPSS 18 for windows. Sampel dalam penelitian ini sebanyak 100 responden. Kuesioner yang dibagikan kepada responden yang terdiri dari 55% tamu yang complain dan 45% tamu yang non-complain di Menara Peninsula Hotel Jakarta. Hasil penelitian diketahui bahwa service recovery memiliki pengaruh yang signifikan terhadap kepuasan tamu Menara Peninsula Hotel Jakarta. Kata kunci : Service Recovery, Distributive Justiece, Procedural justice, Interactional justice, Kepuasan Tamu The hospitality industry has higher growth annually. With the developments of hospitality is not only needed by the tourists who want to vacation but also necessary for the MICE (Meeting, Incentive, Conference, Exhibition). Especially in Jakarta whose territory is dominated by office buildings, so many businesses need a place to stay to conduct business activities. Menara Peninsula Hotel Jakarta aware of the development needs of businesses, so that facilities are preferred and equipped for the activities of MICE (Meeting, Incentive, Conference, Exhibition). But when the existing facilities are not aligned with good service, Menara Peninsula Hotel Jakarta will lose confidence in his guests, and guests that there would be switched to a competitor's business better. Therefore, Menara Peninsula Hotel Jakarta implement service recovery program to service failure happened to meet guests' satisfaction. Such efforts can be done through service recovery dimensions consisting of distributive justice, procedural justice and interactional justice. The purpose of this study was to obtain the effect of service recovery on guest satisfaction. The research was collected through questionnaires and type of research is descriptive and verification is testing the hypothesis by using linear regression analysis using computer software SPSS 18 for windows. The sample in this research were 100 respondents, questionnaires distributed to respondents, with 55% of guests complain and 45% guests non-complain in Menara Peninsula Hotel Jakarta. The survey results show that the service recovery have a significant impact on guest satisfaction Menara Peninsula Hotel Jakarta. Keyword : Service Recovery, Distributive Justice, Procedural justice, Interactional justice, Guest Satisfaction
| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | No. Panggil : S MPP LES p-2016; Pembimbing : I. Eeng Ahman, II. Dewi Pancawati |
| Uncontrolled Keywords: | Service Recovery, Distributive Justiece, Procedural justice, Interactional justice, Kepuasan Tamu |
| Subjects: | G Geography. Anthropology. Recreation > GV Recreation Leisure |
| Divisions: | Fakultas Pendidikan Ilmu Pengetahuan Sosial > Program Studi Kepariwisataan |
| Depositing User: | Mrs. Neni Sumarni |
| Date Deposited: | 18 Jul 2017 09:15 |
| Last Modified: | 18 Jul 2017 09:15 |
| URI: | http://repository.upi.edu/id/eprint/23776 |
Actions (login required)
 |
View Item |