The influence of service quality towards competitive advantage at JW Marriot Medan

Ronny, Ronny (2021) The influence of service quality towards competitive advantage at JW Marriot Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

In this study, to investigate the condition of influence Service Quality on competitive advantages at JW Marriot Hotel Operation in Medan. The theory used is related to service quality and competitive advantages. 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 interviews and questionnaires distributed to employees. The scale used to measure variables is the Likert scale. The results of the partial test can be explained that tcount (17,050) > t- table (1,983) and a significant value of 0.000 < 0.05, then Ha is accepted and Hois rejected, namely: Service Quality influence Competitive Advantage at JW Marriot Hotel Medan. The Determination Coefficient Test results obtained Rsquare value of 0.737, this means 73,7% of the dependent variable Competitive Advantage (Y) which can be explained by the independent variable Service Quality (X) while the remaining 26,3% is explained by other variables which was not used in this study The conclusion in this study is the Service Quality influence Competitive Advantage at JW Marriot Hotel Medan./ Dalam penelitian ini, untuk menyelidiki kondisi kualitas layanan pengaruh pada keuntungan kompetitif di JW Marriot Medan.Teori yang digunakan berhubungan dengan kualitas layanan dan keunggulan kompetitif. 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 wawancara dan kuesioner didistribusikan ke karyawan. Skala yang dipakai untuk mengukur variabel adalah skala likert. Hasil sebagian tes dapat dijelaskan bahwa tcount (17.050) > t-table (1.983) dan nilai yang signifikan dari 0.000 < 0.05, kemudian Ha diterima dan Ho ditolak, yaitu: kualitas pelayanan berpengaruh terhadap keunggulan bersaing di JW Marriot Hotel Medan n. Hasil koefisien penentuan hasil yang diperoleh R square dari 0.737, ini berarti 73,7% dari keuntungan variabel kompetitif (Y) yangdapat dijelaskan oleh kualitas layanan independen (X) sedangkan sisa 26,3% yang dijelaskan oleh variabel lain yang tidak digunakan dalam studi ini Kesimpulan dalam penelitian ini adalah kualitas pelayanan berpengaruh terhadap keunggulan bersaing di JW Marriot Hotel Medan.

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