ARDIANSYAH, FAHMI and Dr. Gunawan Eko, S.Sos., M.Si and Dr. Dini Kurnia Irmawati, S.Pd., M.Pd (2023) Pengaruh Kualitas Pelayanan Housekeeping Terhadap Loyalitas Pelanggan Hotel Aria Gajayana Malang. Diploma thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan housekeeping yang terdiri dari variabel reliability, assurance, tangibles, responsiveness, dan empathy terhadap loyalitas pelanggan Hotel Aria Gajayana Malang. Metode penelitian adalah kuantitatif dengan teknik analisis regresi linear berganda. Sampel berjumlah 100 responden tamu hotel. Hasil penelitian menunjukkan bahwa variabel reliability, tangibles, responsiveness dan empathy berpengaruh positif dan signifikan terhadap loyalitas pelanggan, sedangkan assurance tidak berpengaruh signifikan. Nilai Adjusted R2 sebesar 0,827 mengindikasikan 82,7% variasi loyalitas pelanggan dapat dijelaskan oleh keempat variabel tersebut. Penelitian ini menyimpulkan bahwa upaya peningkatan kualitas pelayanan housekeeping dari sisi reliability, tangibles, responsiveness dan empathy sangat penting untuk meningkatkan loyalitas tamu hotel.
English Abstract
This study aims to analyze the effect of housekeeping service quality consisting of reliability, assurance, tangibles, responsiveness, and empathy variables on customer loyalty at Aria Gajayana Hotel Malang. The research method is quantitative with multiple linear regression analysis techniques. A sample of 100 hotel guest respondents. The results showed that the variables of reliability, tangibles, responsiveness and empathy had a positive and significant effect on customer loyalty, while assurance had no significant effect. The adjusted R2 value of 0.827 indicates 82.7% variation in customer loyalty can be explained by those four variables. This study concludes that efforts to improve the quality of housekeeping services in terms of reliability, tangibles, responsiveness and empathy are very important to increase hotel guest loyalty
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 052317 |
| Uncontrolled Keywords: | kualitas pelayanan, housekeeping, loyalitas pelanggan, hotel, service quality, housekeeping, customer loyalty, hotel |
| Divisions: | Program Vokasi > D4 Manajemen Perhotelan |
| Depositing User: | Annisti Nurul F |
| Date Deposited: | 01 Feb 2024 02:13 |
| Last Modified: | 01 Feb 2024 02:13 |
| URI: | http://repository.ub.ac.id/id/eprint/215087 |
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