The Influence Of Service Quality And Facilities Toward Customer Satisfication At Prime Plaza Hotel Kualanamu, Medan

Angelia, Angelia (2022) The Influence Of Service Quality And Facilities Toward Customer Satisfication At Prime Plaza Hotel Kualanamu, Medan. Bachelor thesis, Universitas Pelita Harapan.

Preview	Text (Title) Title.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (257kB) | Preview
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (362kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (756kB) | Preview
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)
	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 (4MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (382kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (313kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (3MB)

Abstract

This research was conducted at Prime Plaza Hotel Kualanamu, Medan. Based on researchers' observation, there are complaints from customers about bad services, unfriendly staff, and dirty swimming pools One of the determinants of customer satisfaction is the quality of service and facilities. This study aims to determine and understand the effect of service quality and facilities on customer satisfaction at Prime Plaza Hotel Kualanamu, Medan. The research method is using quantitative research, processed using the SPSS V.25 program with a sample of 60 respondents obtained through convenience sampling. The analytical technique used is multiple linear regression analysis to determine the relationship between variables, as well as using the T-test and F test in testing the hypothesis. The results of this study indicate that service quality partially has a significant positive effect on customer satisfaction, then facilities partially have a significant positive effect on customer satisfaction, and the service quality and facilities simultaneously have a significant positive effect on customer satisfaction. Prime Plaza Hotel Kualanamu, Medan has been recommended to provide tighter security, increase the quality of lighting, add more facilities and always maintain the cleanliness of all facilities. / Penelitian ini dilakukan di Prime Plaza Hotel Kualanamu, Medan. Berdasarkan pengamatan peneliti, terdapat keluhan dari pelanggan mengenai pelayanan yang buruk, staf yang tidak ramah, dan kolam renang yang kotor. Salah satu factor penentu kepuasaan pelanggan adalah kualitas pelayanan dan fasilitas. Penelitian ini bertujuan untuk mengetahui dan memahami pengaruh kualitas pelayanan dan fasilitas terhadap kepuasaan pelanggan pada Prime Plaza Hotel Kualanamu, Medan. Metode penelitian ini menggunakan penelitian kuantitatif, diolah menggunakan program SPSS V.25 dengan sampel berjumlah 60 respondent diperoleh melalui convenience sampling. Teknik analisis yang digunakan adalah analisis regresi linier berganda untuk mengetahui hubungan antar variable, serta menggunakan uji T dan uji F dalam menguji hipotesis. Hasil dari penelitian ini menunjukan kualitas pelayanan secara parsial berpengaruh signifikan positif terhadap kepuasan pelanggan, kemudian fasilitas secara parsial berpengaruh signifikan positif terhadap kepuasan pelanggan, serta kualitas pelayanan dan fasilitas secara simultan berpengaruh signifikan positif terhadap kepuasan pelanggan. Prime Plaza Hotel Kualanamu, Medan disarankan untuk memberikan keamanan yang lebih ketat, meningkatkan kualitas pencahayaan, dan menambah fasilitas serta selalu menjaga kebersihan semua fasilitas.

Actions (login required)

View Item