The influence of service quality and facilities toward customer satisfaction at Le Polonia Hotel Medan

Michaela, Celline (2022) The influence of service quality and facilities toward customer satisfaction at Le Polonia Hotel Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

In this era, tourism sector developed rapidly which made tourism industry begin to continue to emerge and cause business competition. Due to the business competition, tourism industry especially hotels needed to make new developments and innovations regarding service quality and facilities to obtain good reviews and to survive in the business competition. Regarding Le Polonia Hotel Medan, several things concern the writer which are the staff service quality and facilities. To solve the concerns of this research, the writer analyzed the influence of Service Quality and Facilities toward Customer Satisfaction at Le Polonia Hotel Medan. The research design used in this research is quantitative method with descriptive research and causal research. In collecting the data, the method is through observation and distribution of questionnaires to 96 respondents who are customers who visit or stay at Le Polonia Hotel Medan. The questionnaire data collected were analyzed and processed by using descriptive statistical analysis, research instrument test, classical assumption test, multiple linear regression analysis, determination test, and hypothesis testing. Based on the results of conducted research, it indicates that there is a positive and significant influence of Service Quality and Facilities toward Customer Satisfaction at Le Polonia Hotel Medan. For the recommendations, the hotel needed to provide fast response to guests' request training and give good solutions training to staff, increase the Wi-Fi speed or install additional Wi-Fi, provide training to improve the staff performance, and provide good and complete facilities./ Pada era ini, sektor pariwisata berkembang pesat yang membuat industri pariwisata mulai terus bermunculan dan menimbulkan persaingan bisnis. Dikarenakan persaingan bisnis tersebut, industry pariwisata terutama hotel perlu melakukan pengembangan dan inovasi baru mengenai kualitas pelayanan dan fasilitas untuk mendapatkan ulasan bagus dan untuk bertahan dalam persaingan bisnis. Mengenai Hotel Le Polonia Medan, ada beberapa hal yang menjadi perhatian penulis yaitu kualitas pelayanan staf dan fasilitas. Untuk memecahkan masalah penelitian ini, penulis menganalisis pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Pelanggan di Hotel Le Polonia Medan. Desain penelitian yang digunakan dalam penelitian ini adalah metode kuantitatif dengan penelitian deskriptif dan penelitian kausal. Dalam mengumpulkan data, metode yang digunakan adalah melalui observasi dan memyebarkan kuesioner kepada 96 responden yang merupakan pelanggan yang berkunjung atau menginap di Hotel Le Polonia Medan. Data kuesioner yang terkumpul dianalisis dan diolah dengan menggunakan analisis statistic deskriptif, uji instrument penelitian, uji asumsi klasik, analisis regresi linier berganda, uji determinasi, dan uji hipotesis. Berdasarkan hasil penelitian yang telah dilakukan, menunjukkan bahwa terdapat pengaruh yang positif dan signifikan antara Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Pelanggan pada Hotel Le Polonia Medan. Untuk rekomendasi, pihak hotel perlu memberikan pelatihan pelayanan yang cepat dalam menanggapi permintaan tamu dan pelatihan memberikan solusi yang baik kepada staf, meningkatkan kecepatan Wi-Fi atau memasang tambahan Wi-Fi, memberikan pelatihan untuk meningkatkan kinerja staf dan menyediakan fasilitas yang baik dan lengkap.

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