The effect of service quality at receptionist department towards customer satisfaction at Saka Hotel Medan

Alfiya, Aura Wini (2021) The effect of service quality at receptionist department towards customer satisfaction at Saka Hotel Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Tourism in Indonesia will go hand in hand with the growth of the hotel industry in Indonesia which is participating in its success. It is undeniable that the development in the world of tourism has developed very rapidly is the hotel. Hotels nowadays especially in Indonesia play an important role in providing accommodation for the public. In the hotel industry, quality of service is an important consideration, therefore companies striving to reach the maximum customer satisfaction with the provision of quality services. According to that, quality of service is the essence of the hotel industry, and service quality is further linked to customer satisfaction. This research is expected to provide input to The Saka Hotel Medan. They may be considered to make some corrections and help them improve and improve their performance. It is hoped that the results of this study can be used as a reference for other researchers to learn more about similar fields and to find out more about the effect of service quality on customer satisfaction. The research method used in writing this thesis is quantitative research, which is a systematic, mathematical, scientific research using related theories and hypotheses The t-test results show the t-table value of sig is 0.000 which is less than 0.005). It can be concluded that there is an effect of service quality on customer satisfaction at Saka Hotel Medan. / Pariwisata di Indonesia akan berjalan seiring dengan pertumbuhan industri perhotelan di Indonesia yang turut serta dalam kesuksesannya. Tidak bisa dipungkiri bahwa perkembangan dunia pariwisata yang berkembang sangat pesat adalah hotel. Hotel saat ini khususnya di Indonesia memegang peranan penting dalam menyediakan akomodasi bagi masyarakat. Dalam industri perhotelan kualitas pelayanan menjadi pertimbangan yang penting, oleh karena itu perusahaan berusaha untuk mencapai kepuasan pelanggan yang maksimal dengan pemberian pelayanan yang berkualitas. Menurutnya, kualitas layanan adalah urat nadi industri perhotelan, dan kualitas layanan selanjutnya dikaitkan dengan kepuasan pelanggan. Dengan dilakukannya penelitian ini diharapkan dapat memberikan masukan kepada The Saka Hotel Medan. Mereka mungkin akan dipertimbangkan untuk melakukan beberapa koreksi dan membantu mereka meningkatkan dan meningkatkan kinerja mereka. Harapan dari hasil penelitian ini agar dapat dijadikan acuan bagi peneliti lain untuk mempelajari lebih lanjut bidang yang serupa dan untuk mengetahui lebih jauh tentang pengaruh kualitas pelayanan terhadap kepuasan pelanggan. Metode penelitian yang digunakan dalam penulisan skripsi ini adalah penelitian kuantitatif yag dimana, penelitian ilmiah yang sistematis, ,matemastis, menggunakan teori-teori dan hipotesis yang berkaitan. Hasil uji-t menunjukkan nilai t-tabel sig adalah 0,000 yang dimana lebih kecil dari 0,005) maka dapat disimpulkan bahwa terdapat pengaruh kualitas pelayanan terhadap kepuasan konsumen pada Saka Hotel Medan.

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