Wulandari, Juwita and Dr. Dra. Maria Goretti Wi Endang NP, M.Si. and Rugeri Fadhilhalim, SE., MM. (2023) Pengaruh Kualitas Pelayanan dan Fasilitas Hotel terhadap Kepuasan Pelanggan Hotel di Hotel Swiss-Belinn Malang. Diploma thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh Kualitas Pelayanan (X1) terhadap kepuasan pelanggan di Hotel Swiss-Belinn Malang, Fasilitas Hotel (X2) terhadap kepuasan pelanggan di Hotel Swiss-Belinn Malang, Kualitas Pelayanan dan Fasilitas Hotel (X2) terhadap kepuasan pelanggan di Hotel Swiss-Belinn Malang. Metode penelitian yang digunakan dalam penelitian ini yaitu menggunakan deskriptif kuantitatif dengan teknik analisis data menggunakan regresi linear berganda. Populasi dalam penelitian ini yaitu Populasi dalam penelitian ini adalah tamu yang pernah menginap di Hotel Swiss-Belinn Malang pada tahun 2022 dengan teknik pengambilan sampel menggunakan teknik probability sampling dan simple random sampling dengan jumlah 100 responden. Hasil dari penelitian ini menunjukkan bahwa secara Parsial Kualitas Pelayanan (X1) berpengaruh terhadap Kepuasan Pelanggan di Hotel Swiss-Belinn Malang. Fasilitas Hotel (X2) secara parsial berpengaruh terhadap Kepuasan Pelanggan di Hotel Swiss-Belinn Malang. Kualitas Pelayanan dan Fasilitas Hotel secara simultan dan signifikan berpengaruh terhadap Kepuasan Pelanggan di Hotel Swiss-Belinn Malang. Nilai koefisien determinasi (R2) dalam penelitian ini sebesar 21.7% dan sisa sebesar 78.3% pengaruh dari variabel yang tidak diteliti dalam penelitian ini.
English Abstract
This research aims to determine the effect of Service Quality (X1) on customer satisfaction at Hotel Swiss-Belinn Malang, Hotel Facilities (X2) on customer satisfaction at Hotel Swiss-Belinn Malang, Quality of Service and Hotel Facilities (X2) on customer satisfaction at Hotel Swiss -Belinn Malang. The research method used in this research is quantitative description with data analysis techniques using multiple linear regressions. The population in this study is the population in this study are guests who have stayed at the Swiss-Belinn Hotel Malang in 2022 with a sampling technique using probability sampling and simple random sampling techniques with a total of 100 respondents. The results of this research show that partially Service Quality (X1) has an effect on Customer Satisfaction at the Swiss-Belinn Hotel Malang. Hotel Facilities (X2) partially influence Customer Satisfaction at the Swiss-Belinn Hotel Malang. The quality of service and hotel facilities simultaneously and significantly influences customer satisfaction at the Swiss-Belinn Hotel Malang. The coefficient of determination (R2) in this study was 21.7% and the remaining 78.3% was the influence of variables not examined in this study.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 052317 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Fasilitas Hotel, Kepuasan Pelanggan |
| Divisions: | Program Vokasi > D4 Manajemen Perhotelan |
| Depositing User: | Unnamed user with username tunjungsari |
| Date Deposited: | 31 Jan 2024 06:39 |
| Last Modified: | 31 Jan 2024 06:39 |
| URI: | http://repository.ub.ac.id/id/eprint/215113 |
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Text (DALAM MASA EMBARGO)
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