Analisis faktor-faktor yang mempengaruhi kualitas layanan dan dampaknya terhadap kepuasan pengunjung
DOI:
https://doi.org/10.33603/jibm.v6i1.5162Keywords:
Hospitality, Kepuasan Pengunjung, Kualitas LayananAbstract
Abstract: The purpose of this study was to examine the dimensions of the service quality variable, on the customer satisfaction variable to be adopted as success in the hospitality industry such as hospitality. This research is a survey research using quantitative descriptive research methods. This study describes the phenomenon of service quality on customer satisfaction. Data collection using research instruments statistical data analysis, with the aim of testing the hypotheses that have been set. The results of the study based on the multicollinearity test that the variables of physical evidence and reliability, it was found that the relationship between responsiveness and customer satisfaction had a positive insignificant correlation. Assurance and empathy are positively related to customer satisfaction. Recommendations for further research are carried out on customers who stay at five-star hotels or choose hotels with the green hotel concept because the concept is very supportive of its facilities and services.
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Keywords: Hospitality; Satisfaction; Service Quality.
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Abstrak: Tujuan dari penelitian ini adalah menguji dimensi-dimensi dari variabel kualitas layanan, terhadap variabel kepuasan pengunjung untuk diadopsi sebagai keberhasilan di industri hospitaliti seperti perhotelan. Penelitian ini merupakan penelitian survey dengan menggunakan metode penelitian deskriptif kuantitatif. Penelitian ini mendeskripsikan fenomena kualitas layanan terhadap kepuasan pengunjung. Pengumpulan data menggunakan instrumen penelitian analisis data bersifat statistic, dengan tujuan untuk menguji hipotesis yang telah ditetapkan. Hasil penelitian berdasarkan uji multikolinearitas bahwa variabel bukti fisik dan keandalan, ditemukan, bahwa hubungan daya tanggap dan kepuasan pengunjung terdapat korelasi berdampak positif tidak signifikan. Jaminan dan empati yang berhubungan positif terhadap kepuasan pelanggan. Rekomedasi untuk penelitian selanjutnya dilakukan pada pengunjung yang menginap di hotel bintang lima atau memilih hotel dengan konsep green hotel, karena konsep tersebut sangat mendukung terhadap fasilitas dan layanannya.
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Kata Kunci: Hospitality; Kepuasan Pengunjung; Kualitas LayananReferences
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