The effect of guest satisfaction on guest loyalty at Intercontinental Jakarta Pondok Indah

Yuliana, Yuliana (2022) The effect of guest satisfaction on guest loyalty at Intercontinental Jakarta Pondok Indah. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Guest Loyalty at InterContinental Jakarta Pondok Indah declined seen in the decrease in the number of guest InterContinental Jakarta Pondok Indah. Guest satisfaction of the InterContinental Jakarta Pondok Indah declines seen from the number of guest complaints to the management of the InterContinental Jakarta Pondok Indah and granting the rantings star low. the objective of this research is the analyze guest satisfaction whether has effect on guest loyalty at InterContinental Jakarta Pondok Indah. This research was conducted using quantitative, descriptive, and causal approaches. The target population is employees of InterContinental Jakarta Pondok Indah, and 131 guests were sampled through Convenience sampling. Data is collected by distributing questionnaires to employees of InterContinental Jakarta Pondok Indah Guest satisfaction have effect on guest loyalty at InterContinental Jakarta Pondok Indah because t-count (13.647) > t-table (1.982) and significant value of 0.000 < 0.05. As the value of Coefficient of Determination is 70.7%, this means that the guest satisfaction, contributes to the guest satisfaction by as much as 62.7%, meaning that the dependent variable is effect d by the independent variables by 62.7%, while the other 37.3% is effect d by other factors not mentioned in this research. Recommendations in this study are needed for a special parking task that helps and directs guests InterContinental Jakarta Pondok Indah and design classic and luxurious theme is an attraction only with the addition of complete facilities and adjustments to current developments./Loyalitas tamu di InterContinental Jakarta Pondok Indah menurun terlihat dari menurunnya jumlah tamu InterContinental Jakarta Pondok Indah. Kepuasan tamu terhadap InterContinental Jakarta Pondok Indah menurun terlihat dari banyaknya keluhan tamu terhadap manajemen InterContinental Jakarta Pondok Indah dan pemberian rantings Star yang rendah. tujuan dari penelitian ini adalah: menganalisis kepuasan tamu apakah berpengaruh terhadap loyalitas tamu di InterContinental Jakarta Pondok Indah. Penelitian ini dilakukan dengan menggunakan pendekatan kuantitatif, deskriptif, dan kausal. Populasi target adalah karyawan InterContinental Jakarta Pondok Indah, dan 131 tamu diambil sampelnya melalui Convenience sampling. Data dikumpulkan dengan menyebarkan kuesioner kepada karyawan InterContinental Jakarta Pondok Indah Kepuasan tamu berpengaruh terhadap loyalitas tamu di InterContinental Jakarta Pondok Indah Karena t-count (13.647) > t-table (1.982) dan nilai signifikan sebesar 0.000 < 0.05. Karena nilai koefisien determinasi adalah 70,7%, ini berarti bahwa kepuasan tamu, berkontribusi terhadap kepuasan tamu sebanyak 62,7%, yang berarti bahwa variabel dependen adalah pengaruh d oleh variabel independen sebesar 62,7%, sedangkan 37,3% lainnya adalah pengaruh d oleh faktor-faktor lain yang tidak disebutkan dalam penelitian ini. Rekomendasi dalam penelitian ini adalah kebutuhan untuk tugas parkir khusus yang membantu dan mengarahkan tamu InterContinental Jakarta Pondok Indah dan desain tema klasik dan mewah adalah daya tarik hanya dengan penambahan fasilitas yang lengkap dan penyesuaian dengan perkembangan saat ini.

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