Raden Ghisa Salsabila, - (2018) ANALISIS FAKTOR-FAKTOR ATRIBUT HOTEL DAN PENGARUHNYA TERHADAP KEPUASAN TAMU DI UPSCALE HOTEL DI KOTA BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.
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Abstract
Tujuan dari penelitian ini adalah untuk menginvestigasi mengenai faktor-faktor dalam atribut hotel serta pengaruhnya terhadap kepuasan tamu di Upscale Hotel yang ada di Kota Bandung. Penelitian ini menggunakan pendekatan kuantitatif. Variabel bebas (X) dalam penelitian ini adalah atribut hotel dan variabel terikat (Y) yaitu kepuasan tamu. Kuesioner disusun dan didistribusikan kepada 200 orang wisatawan yang pernah menginap di Upscale Hotel yang ada di Kota Bandung. Teknik analisis data yang digunakan adalah analisis faktor dan analisis regresi berganda dengan menggunakan program IBM SPSS Statistics 20. Hasil penelitian menunjukkan bahwa variabel atribut hotel setelah diekstrak melalui analisis faktor terdiri dari 8 faktor diantaranya adalah karyawan hotel, kamar hotel, fasilitas umum hotel, akses internet, efisiensi layanan, fasilitas bisnis, media komunikasi internasional dan sajian restoran hotel. Hasil penelitian ini juga menunjukkan bahwa variabel atribut hotel memberikan pengaruh yang signifikan terhadap kepuasan tamu di Upscale Hotel di Kota Bandung. Faktor yang memiliki pengaruh paling tinggi terhadap kepuasan tamu adalah kamar hotel sedangkan faktor yang memiliki pengaruh paling rendah adalah sajian restoran hotel. Dengan demikian, penelitian ini memperkuat premis-premis yang telah dikemukakan peneliti sebelumnya bahwa terdapat pengaruh antara variabel atribut hotel terhadap kepuasan tamu. The purpose of this study is to investigate factors in hotel attributes and the influence of hotel attributes to customer satisfaction which took place in Upscale Hotel located in Bandung. This study employed quantitative approach. The independent variable in this study is hotel attributes (X) and the dependent variable in this study is customer satisfaction (Y). Questionnaire was developed and distributed to a number of 200 tourists who have stayed at one of Upscale Hotel in Bandung. This research employed factor analysis and multiple regression using the IBM SPSS 20.0 program for data analysis technique. Findings showed that the variable of hotel attributes consists eight dimensions after extraction by factor analysis; hotel staff, hotel room, hotel general facilities, internet access, efficiency of services, business facilities, international communication media and food & beverages in hotel restaurant. The result of this study is also showed that hotel attributes contributed a significant influence on customer satisfaction in Upcale Hotel located in Bandung. Factor with the highest influence on customer satisfaction is hotel staff, while factor with lowest influence is food & beverages in hotel restaurant. Therefore, this study has reinforced the premises put forward by the previous researchers that there is a significant influence between the variable of hotel attributes towards customer satisfaction.
| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | No Panggil : S MRL RAD a-2018; Pembimbing : I. Galih Kusumah, Sri Marhanah; NIM : 1406021 |
| Uncontrolled Keywords: | Atribut Hotel, Kepuasan Konsumen dan Upscale Hotel |
| Subjects: | G Geography. Anthropology. Recreation > GV Recreation Leisure H Social Sciences > H Social Sciences (General) |
| Divisions: | Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Resort & Leisure |
| Depositing User: | Yayu Wulandari |
| Date Deposited: | 10 Mar 2020 09:00 |
| Last Modified: | 10 Mar 2020 09:00 |
| URI: | http://repository.upi.edu/id/eprint/47800 |
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