TY  - THES
N1  - ID SINTA PEMBIMBING;
5993537
6748167
A1  - Indah Mutiara Sari, -
A1  - Sri Marhanah, -
A1  - Armandha Redo Pratama, -
M1  - other
AV  - restricted
ID  - repoupi140108
UR  - https://repository.upi.edu/
PB  - Universitas Pendidikan Indonesia
TI  - PENGARUH FASILITAS DAN GUEST RELATION OFFICER 
TERHADAP LOYALITAS YANG DI MEDIASI OLEH 
KEPUASAN TAMU MEMBER DI HOTEL X KOTA BANDUNG
N2  - 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.
Y1  - 2025/08/22/
KW  - Fasilitas
KW  -  Guest Relation Officer
KW  -  Kepuasan Tamu
KW  -  Loyalitas Tamu
KW  -  Hotel
Facilities
KW  -  Guest Relation Officer
KW  -  Guest Satisfaction
KW  -  Guest Loyalty
KW  -  Hotel
ER  -