Triananda, Donny Sagita and Dr. Ika Ruhana, M.Si and Dr. Dini Kurnia Irmawati, S.Pd, M.Pd (2022) Pengaruh Kinerja Front Desk Agent Terhadap Kepuasan Tamu Di Hotel Prima Cirebon. Diploma thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui dan menjelaskan tingkat kepuasan tamu ketika menginap di Hotel Prima Cirebon, dan seberapa besar pengaruh Kinerja Front Desk Agent Dalam Menciptakan Kepuasan Tamu. Jenis penelitian yang digunakan adalah deskriptif dengan pendekatan kuantitatf. Populasi dalam penelitian ini adalah tamu yang sedang menginap di Hotel Prima Cirebon. Variabel Penelitian ini yakni Kualitas Kerja (X1) Kuantitas Kerja (X2) Waktu Kerja (X3) dan Kepuasan Tamu (Y). Sampel yang digunakan penelitian ini sebanyak 40 responden dan diambil dengan menggunakan teknik sampling yang digunakan yaitu probability sampling dengan teknik simple random sampling. Metode pengumpulan data menggunakan kuesioner offline. Analisis data yang digunakan adalah analisis statistis deskriptif, analisis regresi linier berganda, analisis statistik inferensial dan uji hipotesis. Hasil Penelitian menunjukkan bahwa Variabel Kualitas Kerja(X1) tidak terdapat pengaruh terhadap Kepuasan Tamu(Y), Kuantitas Kerja(X2) terdapat pengaruh terhadap Kepuasan Tamu(Y), dan Waktu Kerja(X3) tidak terdapat pengaruh terhadap Kepuasan Tamu(Y). Secara simultan Kinerja Front Desk Agent(X) terdapat pengaruh terhadap Kepuasan Tamu(Y).
English Abstract
This study aims to determine and explain the level of guest satisfaction when staying at Hotel Prima Cirebon, and how big the influence of Front Desk Agent Performance in Creating Guest Satisfaction. The type of research used is descriptive with a quantitative approach. The population in this study are guests who are staying at Hotel Prima Cirebon. The variables of this study include Employee Performance (X) with 4 dimensions namely Work Quality (X1) Work Quantity (X2) Working Time (X3) and Guest Satisfaction (Y). The sample used in this study was 40 respondents and was taken using the sampling technique used, namely probability sampling with simple random sampling technique. The data collection method used an offline questionnaire. The data analysis used is descriptive statistical analysis, multiple linear regression analysis, inferential statistical analysis and hypothesis analysis. The results showed that the Work Quality Variable (X1) had no effect on Guest Satisfaction (Y), Work Quantity (X2) had an effect on Guest Satisfaction (Y), and Working Time (X3) had no effect on Guest Satisfaction (Y). Judging from the simultaneous influence, the Front Desk Agent(X) Performance Variable has an effect on Guest Satisfaction(Y).
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 0522170017 |
| Uncontrolled Keywords: | Kinerja Front Desk Agent, Kepuasan Tamu,Kualitas Kerja, Kuantitas Kerja, Kerja Waktu Kerja, Front Desk Agent Performance, Guest Satisfaction, Quality of Work, Quantity of Work, Working Time. |
| Divisions: | Program Vokasi > Usaha Wisata |
| Depositing User: | Sugeng Moelyono |
| Date Deposited: | 23 May 2023 03:26 |
| Last Modified: | 23 May 2023 03:26 |
| URI: | http://repository.ub.ac.id/id/eprint/200097 |
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Text (DALAM MASA EMBARGO)
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