The Influence of Service Quality toward Customer Satisfaction in Front Office Emerald Garden International Hotel Medan

Sally, Sally (2019) The Influence of Service Quality toward Customer Satisfaction in Front Office Emerald Garden International Hotel Medan. Bachelor thesis, Universitas Pelita Harapan.

	Text (Title) Title.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (408kB) | Preview
	Text (ToC) ToC.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (769kB) | Preview
	Text (Chaper2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (3MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (519kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (385kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)

Abstract

Emerald Garden International Hotel, Medan a four star hotel was established on 15th November 1995. It is located at Jalan Kolonel Yos Sudarso Number 1 Medan. Its accessibility from the business and commercial centers makes it the logical choice for business and travelers. Service quality in the hospitality industry becomes one of the most important factors for gaining a sustainable competitive advantage and customers’ confidence. In the hospitality business, the first impression creator is the officers who work in the front office department. Front office is known as the first and last impression for guests.The data in this study were collected through distributing questionnaires to 60 respondents who stayed at Emerald Garden International Hotel, Medan.The research sample is chosen by using simple random sampling techniques. The data analysis method are quantitative analysis, validity test, reliability test, descriptive test, normality test, correlation test, linear regression test, determination test and hypothesis test (t test). The results showed that service quality had a positive and significant effect on customer satisfaction at the front office department. That can see from coefficient of correlation and determinations. The result of coefficient of correlation is 0.773 and for determination is 59.8%. Moreover, it also can be seen from hypothesis test (t test) which the result is 9.271>1.671 that means there have a relationship between service quality and customer satisfaction.The conclusion is, the variable X (service quality) have influence with the variable Y (customer saticfaction). For the recommendation, the Emerald Garden International Hotel is they need to keep maintain their service quality and imporving their service quality.

Actions (login required)

View Item