The effects of communication skills of front office staff towards customer satisfaction in four-star hotels in Tangerang

Cahyadi, Leony and Jonatan, Charity Leticia and Fabianto, Jennifer (2024) The effects of communication skills of front office staff towards customer satisfaction in four-star hotels in Tangerang. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This study looks into how front-office staff communication skills affect customer satisfaction in four-star hotels in Tangerang. The major purpose is to create a detailed knowledge of how these communication competency impacts consumer satisfaction. The findings are expected to help current four-star hotels in Tangerang and increase their success rates by making informed changes to their marketing tactics. The study is conducted in a methodical manner, beginning with extensive background research and the identification of the exact site and hotel, including conducting a preliminary research. A data gathering strategy is chosen, and a structured questionnaire is created. To produce a representative data collection, the sampling procedure is carefully established. The collected data is rigorously analysed, ending in a comprehensive comparison to the initial hypothesis. The expected outcome goes beyond academia, with the goal of publishing a scientific research article in a national journal. The technical readiness is strong, with data from reliable sources and primary data incorporated via a well-constructed questionnaire. The analysis is aided by the trusted program of SmartPLS, which ensures a reliable interpretation of the data collected. In simple terms, the goal of this research is to contribute not only to academic benefactions but also to provide practical insights for improvements in the four-star hotel business in Tangerang.

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