PENGARUH KEPUASAN TAMU TERHADAP LOYALITAS PELANGGAN DI SHERATON BANDUNG HOTEL & TOWERS

    Lisa Yolanda Hutasoit, - (2018) PENGARUH KEPUASAN TAMU TERHADAP LOYALITAS PELANGGAN DI SHERATON BANDUNG HOTEL & TOWERS. S1 thesis, Universitas Pendidikan Indonesia.

    Abstract

    Penelitian ini menganalisis pengaruh kepuasan tamu terhadap loyalitas pelanggan di Sheraton Bandung Hotel & Towers. Tujuan dari penelitian ini adalah untuk mengidentifikasi tingkat kepuasan tamu dan loyalitas pelanggan di Sheraton Bandung Hotel & Towers dan untuk menganalisis pengaruh dari kepuasan tamu terhadap loyalitas pelanggan di Sheraton Bandung Hotel & Towers. Metode penelitian yang digunakan adalah analisis deskriptif menggunakan pendekatan kuantitatif, dengan teknik sampel random sampling bersyarat. Variabel bebas dalam penelitian ini adalah Kepuasan Tamu sedangkan variabel terikat dalam penelitian ini yaitu Loyalitas Pelanggan. Penelitian ini menggunakan teknik pengumpulan data yang dapat diperoleh melalui, observasi dan kuesioner. Untuk menentukan rentang ranking kuesioner, peneliti menggunakan garis kontinum. Analisis data yang digunakan dalam penelitian ini adalah menggunakan analisis regresi linier berganda. Berdasarkan hasil penelitian, diketahui bahwa kepuasan tamu dan loyalitas pelanggan di Sheraton Bandung Hotel & Towers berada pada kategori tinggi. Hasil besaran pengaruh kepuasan tamu terhadap loyalitas pelanggan yaitu sebesar 70,4% sehingga dapat disimpulkan bahwa pengaruh kepuasan tamu berada pada kategori kuat. Rekomendasi untuk hotel ini adalah menyesuaikan harga dengan kualitas, serta membuat penawaran yang menarik terutama dalam program membership.
    This research analayzed the effect of guest satisfaction on customer loyalty in Sheraton Bandung Hotel & Towers. The purpose of this research is to identify the level of guest satisfaction and customer loyalty in Sheraton Bandung Hotel & Towers and to analyze the effect of guest satisfaction on customer loyalty in Sheraton Bandung Hotel & Towers. Research method in this research is descriptive analysis using quantitative approach, with sample random sampling technique conditional. The independent variables in this research Guest Satisfaction and the dependent variable in this research is Customer Loyalty. In this research, data collection techniques can be obtained through observations and questionnaires. To determine the rage of rangkings of the questionnaire, the researcher uses a continuum line. The data analysis in this research is using multiples linear regression analysis. Based on the results, it is known that guest satisfaction and customer loyalty in Sheraton Bandung Hotel & Towers is in the high category. The results magnitude of the effect of the guest satisfaction on customer loyalty is equal to 70,4% so it can be concluded that the effect of the guest satisfaction is in the strong category. The recommendation for this hotel is to adjust prices with quality, and make attractive offers, especially in membership programs.

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    Official URL: https://repository.upi.edu
    Item Type: Thesis (S1)
    Additional Information: No Panggil : S MRL LIS p-2018; Pembimbing: I. Sri Marhanah, II. Rosita; NIM : 1401601
    Uncontrolled Keywords: Kepuasan Tamu dan Loyalitas Pelanggan
    Subjects: G Geography. Anthropology. Recreation > GV Recreation Leisure
    Q Science > Q Science (General)
    Divisions: Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Resort & Leisure
    Depositing User: Yayu Wulandari
    Date Deposited: 23 Mar 2020 05:07
    Last Modified: 23 Mar 2020 05:07
    URI: http://repository.upi.edu/id/eprint/48065

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