Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Divisi Front Office Hotel Aston Inn Batu

Saraswati, Silfia Anggun Ayu and Dr. Ir. Darmawan Octo Sutjipto, M.Si and easy Chrisnia Natalia, SE., MM (2022) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Divisi Front Office Hotel Aston Inn Batu. Diploma thesis, Universitas Brawijaya.

Abstract

Pariwisata menjadi sektor penting bagi perekonomian Indonesia. Kekayaan alam dan keragaman budaya menjadi komponen penting dalam pariwisata di Indonesia. Kualitas yang rendah akan menimbulkan ketidakpuasan pada pelanggan. Tidak hanya pelanggan yang telah merasakan tetapi juga akan berdampak pada orang lain. Tujuan dari penelitian ini adalah mengetahui pengaruh kualitas pelayanan yang terdiri dari lima dimensi yaitu tangibles (bukti fisik), reliability (reliabilitas), responsiveness (daya tanggap), assurance (jaminan), dan emphaty (empati) secara parsial dan simultan terhadap kepuasan pelanggan pada departemen Front Office Hotel Aston Inn Metode yang digunakan dalam penelitian ini pendekatan kuantitatif deskriptif. Populasi dalam penelitian ini adalah tamu yang menginap di Hotel Aston Inn Batu pada periode Januari – Juni 2020 sebanyak 7044 orang. Penarikan ukuran sampel didasarkan pada teknik penarikan sampel menggunakan rumus Slovin diambil sampel minimum dari populasi sebanyak 98 responden. Pada penelitian ini kuisioner disebarkan kepada tamu yang pernah menginap di Hotel Aston Inn Batu. Data yang telah dikumpulkan dianalisa menggunakan analisis regresi berganda menggunakan SPSS 16. Hasil penelitian menunjukkan 1)Tangibles (bukti fisik) secara parsial berpengaruh terhadap kepuasan pelanggan pada departemen front office Hotel Aston Inn. 2) Reliability (reliabiitas) secara parsial berpengaruh terhadap kepuasan pelanggan pada departemen front office Hotel Aston Inn, 3) Responsiveness (daya tanggap) secara parsial berpengaruh terhadap kepuasan pelanggan pada departemen front office Hotel Aston Inn, 4) Assurance (jaminan) secara parsial berpengaruh terhadap kepuasan pelanggan pada departemen front office Hotel Aston Inn, 5) Emphaty (empati) secara parsial berpengaruh terhadap kepuasan pelanggan pada departemen front office Hotel Aston Inn, 6) Tangibles (bukti fisik), reliability (reliabilitas), responsiveness (daya tanggap), assurance (jaminan), dan emphaty (empati) secara simultan berpengaruh terhadap kepuasan pelanggan pada departemen front office Hotel Aston Inn

English Abstract

Tourism is an important sector for the Indonesian economy. Natural wealth and cultural diversity are important components of tourism in Indonesia. Low quality will cause customer dissatisfaction. Not only customers have experienced it but will also have an impact on others. The purpose of this study was to determine the effect of service quality which consists of five dimensions, namely tangibles (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee), and empathy (empathy) partially and simultaneously on customer satisfaction at Front Office Department Hotel Aston Inn The method used in this research is a descriptive quantitative approach. The population in this study were guests who stayed at the Aston Inn Batu Hotel in the period January - June 2020 as many as 7044 people. The sampling size is based on the sampling technique using the Slovin formula, a minimum sample of 98 respondents was taken from the population. In this study, questionnaires were distributed to guests who had stayed at the Aston Inn Batu Hotel. The data that has been collected was analyzed using multiple regression analysis using SPSS 16. The results showed 1) Tangibles (physical evidence) partially affect customer satisfaction in the front office department of Aston Inn Hotel. 2) Reliability partially affects customer satisfaction at the front office department of Aston Inn Hotel, 3) Responsiveness partially affects customer satisfaction at the front office department of Aston Inn Hotel, 4) Assurance (guarantee) partially affects on customer satisfaction at the front office department of Aston Inn Hotel, 5) Empathy (empathy) partially affects customer satisfaction at the front office department of Aston Inn Hotel, 6) Tangibles (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee), and empathy (empathy) simultaneously affect customer satisfaction in the front office department of Hotel Aston Inn

Item Type:	Thesis (Diploma)
Identification Number:	0522170144
Uncontrolled Keywords:	kualitas pelayanan, kepuasan pelanggan, pariwisata- service quality, customer satisfaction, tourism
Divisions:	Program Vokasi > D4 Manajemen Perhotelan
Depositing User:	soegeng sugeng
Date Deposited:	24 Jun 2024 08:28
Last Modified:	24 Jun 2024 08:28
URI:	http://repository.ub.ac.id/id/eprint/221144

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