The influence of service quality towards guest satisfaction at 53 Steps Laurence

Wilbert, Wilbert (2020) The influence of service quality towards guest satisfaction at 53 Steps Laurence. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The purpose of this research is to reveal whether there is any effect between service quality and guest satisfaction at “53 Steps Laurence”. Furthermore, this research will also help other researchers to know and get more knowledge about the field. Service quality refers to the area of service to satisfy in order to fulfill guest’s wants and needs or conceptualized as guest’s impression. Besides that, “53 Steps Laurence” is maintaining excellent service in gaining and retaining guests which, guest satisfaction is becoming an important element in “53 Steps Laurence”. The research is using a quantitative as the research design and using IBM SPSS version 25 application. The sample size is 30 respondents through convenience sampling technique. Data analysis methods used in this research, which includes Validity test, Reliability test, Normality test, Linearity test, Heteroscedasticity test, Linear Regression test, and Determination Coefficient test. The result of the research based on T test, it can be known that if the results of t-test show that Ha is accepted, it means that the independent variables that consist of service quality partially have a significant effect on guest satisfaction. On the other side if the Ha is rejected, then the independent variables do not have a significant effect on guest satisfaction. So, the conclusion of this research is that there is effect between service quality and guest satisfaction at “53 Steps Laurence”. As the results, there is a strong influence between service quality and guest satisfaction at “53 Steps Laurence”. Lastly, in this research the company is recommend to enhance the service quality by improve their presenting, serving, and making sure that the bar and restaurant are the best choice for those who want to enjoy fine dining and alcoholic beverage in “53 Steps Laurence”. / Tujuan dari penelitian ini adalah untuk mengetahui apakah terdapat pengaruh antara kualitas pelayanan dan kepuasan tamu di “53 Steps Laurence”. Selanjutnya, penelitian ini juga akan membantu para peneliti-peneliti lain untuk mengetahui dan memperoleh lebih banyak pengetahuan dibidang tersebut. Kualitas pelayanan mengacu pada tempat pelayanan, dimana tujuannya untuk memuaskan dan memenuhi keinginan dan kebutuhan tamu. Selain itu, “53 Steps Laurence” mempertahankan pelayanan yang berkualitas untuk mendapatkan dan mempertahankan tamu dimana, kepuasan tamu menjadi faktor terpenting di “53 Steps Laurence”. Penelitian ini menggunakan kuantitatif sebagai desain penelitian dan menggunakan aplikasi IBM SPSS versi 25. Teknik convenience sampling yang digunakan dalam penelitian ini adalah untuk mengukur sampel 30 responden. Dalam penelitian ini, metode analisis data yang digunakan adalah uji Validitas, uji Reliabilitas, uji Normalitas, uji Linieritas, uji heteroskedastisitas, uji Regresi Linier, dan uji Koefisien Determinasi. Berdasarkan hasil penelitian T test, dapat diketahui bahwa jika hasil T test menunjukkan bahwa jika Ha diterima, artinya variabel independen yang terdiri dari kualitas layanan secara parsial berpengaruh secara signifikan terhadap kepuasan tamu. Di sisi lain, jika Ha ditolak, maka variabel independen tidak berpengaruh secara signifikan terhadap kepuasan tamu. Jadi, dalam kesimpulan dari penelitian ini bahwa terdapat pengaruh antara kualitas pelayanan dan kepuasan tamu di “53 Steps Laurence”. Hasilnya, terdapat hubungan yang erat dan positif antara kualitas layanan dan kepuasan tamu di “53 Steps Laurence”. Terakhir, dalam penelitian ini perusahaan merekomendasikan untuk meningkatkan kualitas pelayanan dengan cara meningkatkan cara penyajian, pelayanan, dan memastikan bahwa bar dan restorann merupakan pilihan terbaik bagi mereka jika ingin menikmati makanan dan minuman beralkohol di “53 Steps Laurence”.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Wilbert, WilbertNIM00000024063ww4063@student.uph.edu
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorWete Polili, AndiNIDN0009097303UNSPECIFIED
Uncontrolled Keywords: service quality ; guest satisfaction
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: University Subject > Current > Faculty/School - UPH Medan > Business School > Management
Current > Faculty/School - UPH Medan > Business School > Management
Depositing User: Users 9156 not found.
Date Deposited: 15 Aug 2020 09:36
Last Modified: 13 Jan 2022 08:22
URI: http://repository.uph.edu/id/eprint/10415

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