Pratiwi, Anita (2014) PENGARUH SERVICE ENCOUNTER QUALITY TERHADAP KEPUASAN TAMU BISNIS GRAND ZURI HOTEL BSD CITY : Survei pada Tamu Bisnis yang Menggunakan Full Board Meeting Package di Grand Zuri Hotel BSD City. S1 thesis, Universitas Pendidikan Indonesia.
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Abstract
Anita Pratiwi, 1006464, Pengaruh Service Encounter Quality Terhadap Kepuasan Tamu Bisnis Grand Zuri Hotel BSD City (Survei pada Tamu Bisnis yang Menggunakan Full Board Meeting Package di Grand Zuri Hotel BSD City). Dibawah bimbingan Prof. Dr. H. Eeng Ahman, MSi dan Dewi Pancawati Novalita, S.Pd.,MM. Seiring dengan berjalannya waktu, sektor pariwisata mampu menciptakan perubahan yang menyangkut kegiatan sosial, ekonomi dan budaya sehingga turut mempengaruhi perdagangan, investasi, lapangan pekerjaan dan kualitas hubungan antar manusia. Peningkatan sektor pariwisata harus didukung dengan meningkatkan sektor industri pendukung terutama sarana akomodasi seperti hotel. Seiring perkembangannya, hotel yang sebagai akomodasi pelengkap juga berperan sebagai tempat untuk menyelenggarakan konvensi maupun tempat pembicaraan bisnis atau yang lebih dikenal dengan meeting, incentive, conference and exhibition (MICE). Provinsi Banten sebagai provinsi yang berbatasan dengan DKI Jakarta melihat potensi yang mengguntungkan dari penyelenggaraan event MICE. Persaingan usaha akomodasi hotel pun begitu tinggi seiring tumbuhnya hotel-hotel baru di Provinsi Banten salah satunya di Kota Tangerang Selatan yaitu Grand Zuri Hotel BSD City. Grand Zuri Hotel BSD City menyakini bahwa kunci utama untuk memenangkan persaingan dewasa ini adalah dengan fokus pada kinerja karyawan dengan memberikan kualitas pelayanan terbaik saat penyampaian jasa berlangsung, pada saat terjadi kontak antara karyawan dengan tamu bisnis yang disebut sebagai service encounter quality. Service encounter quality yang baik akan berpengaruh terhadap persepsi pelanggan atas kualitas jasa perusahaan dengan yang diharapkan oleh tamu bisnis yang merupakan dasar dari kepuasan tamu bisnis. Melalui strategi service encounter quality yang baik, Grand Zuri Hotel BSD City diharapkan mampu meningkatkan dan mempertahankan kepuasan tamu bisnis sehingga ini nantinya akan berpengaruh terhadap peningkatan loyalitas pelanggan, karena jika tamu bisnis merasa puas, tamu bisnis akan melakukan pembelian ulang dan pemakaian jasa kembali. Dalam penelitian ini, variabel bebas (X) yang digunakan yaitu service encounter quality yang terdiri dari professionalism, civility, friendliness, competence, helpfulness dan predictability dan variabel terikat (Y) yaitu kepuasan tamu bisnis. Jenis penelitian yang digunakan adalah deskriptif verifikatif, dan metode yang digunakan adalah survei dengan teknik proportionate stratified random sampling, maka diperoleh jumlah sampel sebanyak 78 tamu bisnis yang menggunakan meeting pakage terdiri dari corporate dan government. Teknik analisis data dan uji hipotesis yang digunakan adalah path analysis (analisis jalur). Hasil penelitian menunjukan bahwa variabel service encounter quality memberikan pengaruh yang signifikan terhadap kepuasan tamu bisnis. Kata Kunci: Service Encounter Quality, Kepuasan Pelanggan, Grand Zuri Hotel BSD City As time goes by, the tourism sector is able to create the change that had to do with social, economic and cultural thus also affect trade, investment, employment and the quality of human relationships. Increased tourism sector must be supported by increasing the industrial sector, especially the supporting facilities such as hotel accommodation. As it grows, the hotel also serves as a complementary accommodation as a place to hold conventions and business talks as meetings, incentives, conferences and exhibitions (MICE). Banten province as a province bordering DKI Jakarta see the potential of organizing MICE events. Hotel accommodations competition was so high as the growth of new hotels in the province of Banten one of them in South Tangerang City is Grand Zuri Hotel BSD City. Grand Zuri Hotel BSD City believes that the key to winning the competition today is to focus on the performance of the employees by providing the best quality of service delivery currently underway, in the event of contact between employees and business guests are referred to as service encounter quality. Service encounter quality will influence the customer's perception of the quality of service expected by a company with a business which is the basis of guest satisfaction business. Through the strategy of a service encounter quality, Grand Zuri Hotel BSD City is expected to be able increase and maintain guest satisfaction business so this will affect the increase in customer loyalty, as if the business were satisfied, business guests will re-purchase and re-use services. In this study, the independent variable (X) is used that service encounter quality consisting of professionalism, civility, friendliness, competence, helpfulness and predictability and the dependent variable (Y) is business guest satisfaction. This type of research is descriptive verification, and the method used was a survey with proportionate stratified random sampling technique, then obtained a total sample of 78 businesses guest using meeting package consists of corporate and government. Techniques of data analysis and hypothesis testing are used path analysis (path analysis). The results showed that the variables of service encounter quality a significant influence on the business guest satisfaction. Keyword: Service Encounter Quality, Customer Satisfaction, Grand Zuri Hotel BSD City
| Item Type: | Thesis (S1) |
|---|---|
| Uncontrolled Keywords: | Service Encounter Quality, Kepuasan Pelanggan, Grand Zuri Hotel BSD City |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Fakultas Pendidikan Ilmu Pengetahuan Sosial > Program Studi Kepariwisataan |
| Depositing User: | DAM staf |
| Date Deposited: | 16 Oct 2014 02:33 |
| Last Modified: | 16 Oct 2014 02:33 |
| URI: | http://repository.upi.edu/id/eprint/11539 |
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