The effect of service quality in front office department towards customer satisfaction at Trans Luxury Hotel Bandung

Jennifer, Jennifer (2020) The effect of service quality in front office department towards customer satisfaction at Trans Luxury Hotel Bandung. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This research was conducted at Trans Luxury Hotel Bandung. In this study, testing and analyzing and know the effect of service quality in Front Office Department towards customer satisfaction at Trans Luxury Hotel. The theory used in this study relates to the theory of hospitality, service quality and consumer satisfaction. In this study, the method used by the author is a quantitative analysis method. The type of data used in this study are primary data and secondary data. Data was collected through questionnaires distributed to customers. The total population is 151 customer and the sample in the study amounted to 60 customers. The scale used to measure variables is the Likert scale. The results of the partial test can be explained that tcount (9.270) > ttable (2.002) and a significant value of 0.000 <0.05, then “Ha is accepted and Ho is rejected”, namely: Service quality do effect towards customer satisfaction at Trans Luxury Hotel Bandung. The results of this research Service quality in Front Office do effect towards customer satisfaction at Trans Luxury Hotel Bandung. / Penelitian ini dilakukan di Trans Luxury Hotel. Dalam penelitian ini, menguji dan menganalisis dan mengetahui pengaruh kualitas layanan di bagian front office terhadap kepuasan pelanggan di Trans Luxury Hotel Bandung. Teori yang digunakan dalam penelitian ini berkaitan dengan teori keramahan, kualitas layanan dan kepuasan konsumen. Dalam penelitian ini, metode yang digunakan oleh penulis adalah metode analisis kuantitatif. Jenis data yang digunakan dalam penelitian ini adalah data primer dan data sekunder. Data dikumpulkan melalui kuesioner yang dibagikan kepada konsumen. Total populasi adalah 151 konsumen dan sampel dalam penelitian ini berjumlah 60 konsumen. Skala yang digunakan untuk mengukur variabel adalah skala Likert. Hasil uji parsial dapat dijelaskan bahwa thitung (9,270)> ttabel (2,002) dan nilai signifikan 0,000 <0,05, maka “Ha diterima dan Ho ditolak”, yaitu: Kualitas layanan berpengaruh terhadap kepuasan konsumen di Trans Hotel mewah. Hasil penelitian ini Kualitas layanan berpengaruh terhadap kepuasan konsumen di Trans Luxury Hotel Bandung.

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