Fatimah, Kirana Ratih Zainshania and Ari Darmawan, M. AB. Tri Mega Asri, S.Sos., M.Ikom (2022) Pengaruh Antara Pelayanan Front Desk Agent Dan Citra Merek Terhadap Tingkat Kepuasan Tamu Di Hotel Ibis Styles Malang. Diploma thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui dan menjelaskan bagaimana karakteristik responden tamu Hotel Ibis Styles Malang, dan seberapa besar pengaruh Front Desk agent dan Citra Merek Terhadap Tingkat Kepuasan Tamu. Jenis pendekatan analisis regresi berganda. Variabel penelitian ini meliputi Pelayanan Front Desk Agent (X1), Citra Merek (X2) dan Kepuasan Pelanggan (Y). Populasi dalam penelitian ini adalah Tamu Hotel Ibis Styles Malang yang menginap lebih dari 1 malam di tahun 2021. Sampel yang digunakan dalam penelitian ini sebanyak 100 responden yang diambil dengan menggunakan metode slovin. Metode pengumpulan data menggunakan kuesioner online. Analisis data yang digunakan adalah uji validitas, uji reliabilitas, uji normalitas, uji heteroskedastisitas, uji multikolinieritas, uji f, dan uji t. Berdasarkan dari hasil penelitian, kedua variabel X berpengaruh signifikan terhadap variabel Y.
English Abstract
This study aims to find out and explain how the characteristics of guest respondents at Ibis Styles Hotel Malang, and how much influence the Front Desk agent and Brand Image have on the Level of Guest Satisfaction. Types of multiple regression analysis approach. The variables of this study include Front Desk Agent Services (X1), Brand Image (X2) and Customer Satisfaction (Y). The population in this study were Ibis Styles Malang Hotel Guests staying more than 1 night in 2021. The sample used in this study was 100 respondents who were taken using the slovin method. The data collection method uses an online questionnaire. Data analysis used is the validity test, reliability test, normality test, heteroscedasticity test, multicollinearity test, f test, and t test. Based on the research results, the two X variables have a significant effect on the Y variable.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 0522170039 |
| Uncontrolled Keywords: | Front Desk Agent, Citra Merek, Kualitas Pelayanan, Front Desk Agent, Brand Image, Service Quality. |
| Divisions: | Program Vokasi > Usaha Wisata |
| Depositing User: | Sugeng Moelyono |
| Date Deposited: | 24 May 2023 02:29 |
| Last Modified: | 24 May 2023 02:29 |
| URI: | http://repository.ub.ac.id/id/eprint/200157 |
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