The influence of service quality towards guest satisfaction at Alpha Inn Hotel Medan

Diana, Lani (2021) The influence of service quality towards guest satisfaction at Alpha Inn Hotel Medan. Bachelor thesis, Universitas Pelita Harapan.

	Text (Title) Title.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (495kB)
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (272kB) | 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 (749kB) | Preview
	Text (Chapter2) 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 (369kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (480kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (4MB)

Abstract

The service quality of a hotel is very influential on guest satisfaction. The better the quality of service provided, the higher the level of guest satisfaction. This study aims to determine how the services at Alpha Inn Hotel Medan. Based on finding, there are several problems and bad comments that Alpha Inn Hotel employees are not performing well to customer. In this case, the author believes that service is important to get guest’s satisfaction. This research is quantitative research conducted at Alpha Inn Hotel Medan. This research paper will be using service quality as variable X and guest satisfaction as variable Y. There are 60 people as the sample in this study, taken from the total guest population at Alpha Inn hotel using accidental sampling technique. Data collection techniques in this study uses a questionnaire. The result of this study is Ha accepted, which means that service quality affects customer satisfaction at Alpha Inn Hotel Medan. The result shows that service quality has an influence on customer satisfaction by 41.2%, the remaining 58.8% may come from other factors not discussed in this study. Based on this research, the authors suggest Alpha Inn Medan Hotel to pay attention to the service quality system provided to guests. / Kualitas pelayanan sebuah hotel sangat berpengaruh terhadap kepuasan tamu. Semakin baik kualitas pelayanan yang diberikan maka semakin tinggi pula tingkat kepuasan tamu. Penelitian ini bertujuan untuk mengetahui bagaimana pelayanan pada Alpha Inn Hotel Medan. Berdasarkan temuan tersebut, terdapat beberapa permasalahan dan komentar buruk yaitu karyawan Alpha Inn Hotel tidak berkinerja baik terhadap pelanggan. Dalam hal ini, penulis meyakini bahwa pelayanan penting untuk mendapatkan kepuasan tamu. Penelitian ini merupakan penelitian kuantitatif yang dilakukan di Alpha Inn Hotel Medan. Makalah penelitian ini akan menggunakan kualitas layanan sebagai variabel X dan kepuasan tamu sebagai variabel Y. Sampel dalam penelitian ini sebanyak 60 orang, diambil dari total populasi tamu hotel Alpha Inn dengan menggunakan teknik accidental sampling. Teknik pengumpulan data dalam penelitian ini menggunakan kuesioner. Hasil penelitian ini adalah Ha diterima yang artinya kualitas pelayanan berpengaruh terhadap kepuasan konsumen pada Alpha Inn Hotel Medan. Hasil penelitian menunjukkan bahwa kualitas pelayanan mempunyai pengaruh terhadap kepuasan konsumen sebesar 41,2%, sisanya 58,8% mungkin berasal dari faktor lain yang tidak dibahas dalam penelitian ini. Berdasarkan penelitian ini, penulis menyarankan Hotel Alpha Inn Medan untuk memperhatikan sistem kualitas pelayanan yang diberikan kepada tamu.

Actions (login required)

View Item