The effect of service quality on customer satisfaction at Garuda Plaza Hotel Medan

Tarigan, Clara (2021) The effect of service quality on customer satisfaction at Garuda Plaza Hotel Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Customer satisfaction is one of the important elements that significantly determines the success of any company in dealing with a increasingly domestic and global competition. There are many factors influencing on customer satisfaction such as banquet service. service quality is a term used to include activities service of special ceremonies within the service company The present study is a survey using a quantitative approach intended to analyze the effect of service quality on customer satisfaction of Garuda Plaza Medan. The population of the study included all the customers of Garuda Plaza Medan as of 60 persons. The sampling method used total sampling so that there were 60 samples. The data collection used questionnaire and the collected data were then analyzed by simple linear regression. The result of the study shown that banquet service has significant effect on customer satisfaction at Garuda Plaza Medan. It is indicated by t-count (9,937)> ttable (2.00) and sig-p (0.00) <0.05, so that the analysis results meet the requirements of the hypothesis, namely if t-count> t-table or sig-p <0.05 It is suggested to the management of Garuda Plaza Medan to further improve the reliability and responsiveness of employees when serving customers, so that customer satisfaction can be further improved./ Kepuasan pelanggan adalah salah satu elemen penting yang secara signifikan menentukan keberhasilan setiap perusahaan dalam menghadapi persaingan domestik dan global yang semakin meningkat. Ada banyak faktor yang mempengaruhi kepuasan konsumen seperti kualitas layanan. Kualitas layanan adalah istilah yang digunakan untuk memasukkan kegiatan pelayanan upacara khusus di lingkungan perusahaan jasa Penelitian ini merupakan penelitian survei dengan pendekatan kuantitatif yang bertujuan untuk menganalisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan Garuda Plaza Medan. Populasi penelitian adalah seluruh pelanggan Garuda Plaza Medan sebanyak 60 orang. Metode pengambilan sampel menggunakan total sampling sehingga didapatkan 60 sampel. Pengumpulan data menggunakan kuesioner dan data yang terkumpul kemudian dianalisis dengan regresi linier sederhana. Hasil penelitian menunjukkan bahwa layanan perjamuan berpengaruh signifikan terhadap kepuasan pelanggan di Garuda Plaza Medan. Hal ini ditunjukkan dengan t-hitung (9,937)> t-tabel (2,00) dan sig-p (0,00) <0,05, sehingga hasil analisis memenuhi persyaratan hipotesis yaitu jika t-hitung> ttabel atau sig. -p <0.05 Disarankan kepada manajemen Garuda Plaza Medan untuk lebih meningkatkan kehandalan dan daya tanggap karyawan dalam melayani pelanggan, sehingga kepuasan pelanggan dapat lebih ditingkatkan.

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