The influence of employee performance on consumer satisfaction: the moderating factor of perceived price at Grand Inna Hotel Medan

Chianata, Finny (2023) The influence of employee performance on consumer satisfaction: the moderating factor of perceived price at Grand Inna Hotel Medan. Bachelor thesis, Universitas Pelita Harapan.

Preview	Text (Title) Title.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (30kB) | Preview
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (188kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (589kB) | Preview
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (812kB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)
	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 (279kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (868kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (4MB)

Abstract

Recently, ratings are provided by guests regarding employee performance and services in Grand Inna Hotel or Google Reviews. The ratings and feedback given by guests about employees at Grand Inna Hotel Medan mostly indicate that employee performance have not met guest expectations, and guests are dissatisfied. This study aims to evaluate the influence of employee performance on consumer satisfaction with the moderating role of price perception between the relationship of those variables. This research uses quantitative method. Data is collected by distributing the questionnaires using Google Form. The population in this research are all consumers at Grand Inna Hotel Medan, with total sample of 97 individuals that were determined using the Lemeshow formula. All the data results are processed using SPSS software and have successfully passed the validity and reliability tests. The findings indicate that employee performance has a significant influence on consumer satisfaction, and price perception moderates the variables in a negative way. The regression model shows 73.5% of the variation in Consumer Satisfaction based on Employee Performance. To enhance the perception of appropriate pricing among customers, Grand Inna Hotel Medan needs to consider more transparent pricing strategies and provide value commensurate with the services offered. The hotel management may consider implementing targeted strategies based on the identified factors influencing Customer Satisfaction, ensuring a more personalized and satisfactory guest experience/Baru-baru ini, penilaian diberikan oleh tamu mengenai kinerja dan layanan karyawan di Grand Inna Hotel atau Google Review. Penilaian dan tanggapan yang diberikan tamu terhadap karyawan di Grand Inna Hotel Medan sebagian besar menunjukkan bahwa kinerja karyawan belum sesuai dengan harapan tamu, dan tamu merasa tidak puas. Penelitian ini bertujuan untuk mengevaluasi pengaruh kinerja karyawan terhadap kepuasan konsumen dengan peran moderasi persepsi harga antar hubungan variabel-variabel tersebut. Penelitian ini menggunakan metode kuantitatif. Pengumpulan data dilakukan dengan menyebarkan kuesioner menggunakan Google Form. Populasi dalam penelitian ini adalah seluruh konsumen Grand Inna Hotel Medan dengan jumlah sampel sebanyak 97 orang yang ditentukan dengan menggunakan rumus Lemeshow. Seluruh hasil data diolah menggunakan software SPSS dan telah berhasil lolos uji validitas dan reliabilitas. Temuan menunjukkan bahwa kinerja karyawan mempunyai pengaruh signifikan terhadap kepuasan konsumen, dan persepsi harga memoderasi variabel-variabel tersebut secara negatif. Temuan menunjukkan 73.5% keterlibatan variabel kepuasan pelanggan terhadap kinerja karyawan. Untuk meningkatkan persepsi penetapan harga yang sesuai di kalangan pelanggan, Grand Inna Hotel Medan perlu mempertimbangkan strategi penetapan harga yang lebih transparan dan memberikan nilai yang sepadan dengan layanan yang ditawarkan. Manajemen hotel dapat mempertimbangkan penerapan strategi yang ditargetkan berdasarkan faktor-faktor yang teridentifikasi yang mempengaruhi Kepuasan Pelanggan, untuk memastikan pengalaman tamu yang lebih personal dan memuaskan

Actions (login required)

View Item