The effect of service quality on guest satisfaction at restaurants of Adimulia Hotel Medan

Wigroho, Try (2020) The effect of service quality on guest satisfaction at restaurants of Adimulia Hotel Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This purpose of this study was set to determine the relationship between service quality and customer satisfaction at Adimulia Hotel Medan. It was based upon designs both descriptive and survey. Thus, the background of this study is to find out whether service quality indicators (tangible, reliability, assurance, responsiveness, and empathy) affect guest satisfaction at Adimulia Hotel Medan. Using convenient sampling technique, online form questionnaire was used to collect primary data from 90 customers. Author have performed pre-test from another 30 respondents to test the validity and reliability of data using SPSS. The study was focusing on the Restaurant of Adimulia Hotel Medan with research objectives: (1) to determine the level of employees service performance towards guest, (2) to identify satisfaction of the guest of Adimulia Hotel Medan, and (3) to find out the relationship between service quality and guest satisfaction. The findings from SPSS showed a significant and positive relationship between service quality and customer satisfaction while comparing indicators of satisfaction with tangible, reliability, responsiveness, assurance, and empathy. The author recommended as well that if Adimulia Hotel Medan is to improve on service to ensure guest satisfaction, Adimulia Hotel Medan should: (1) train employees to increase the time-management, and (2) strengthen employees bond from all department./Tujuan dari penelitian ini ditetapkan untuk mengetahui hubungan antara kualitas layanan dan kepuasan pelanggan di Adimulia Hotel Medan. Hal tersebut didasarkan dengan pola deskriptif dan survei. Dengan demikian, latar belakang penelitian ini adalah untuk mengetahui apakah indikator kualitas layanan (bukti fisik, keandalan, jaminan, daya tanggap, dan empati) mempengaruhi kepuasan tamu di Adimulia Hotel Medan. Menggunakan teknik pengambilan sampel yang mudah digunakan, kuesioner formulir online digunakan untuk mengumpulkan data primer dari 90 pelanggan. Penulis telah melakukan uji awal 30 responden dari data lain untuk menguji validitas dan reliabilitas menggunakan SPSS. Penelitian ini memfokuskan pada restoran Adimulia Hotel Medan dengan tujuan penelitian: (1) untuk mengetahui tingkat kinerja layanan karyawan terhadap tamu, (2) untuk mengidentifikasi kepuasan tamu Adimulia Hotel Medan, dan (3) untuk menemukan hubungan antara kualitas layanan dan kepuasan tamu. Hasil dari SPSS menunjukkan hubungan yang signifikan dan positif antara kualitas layanan dan kepuasan pelanggan sambil membandingkan indikator kepuasan dengan tangibilitas, keandalan, daya tanggap, jaminan, dan empati. Penulis merekomendasikan juga bahwa jika Adimulia Hotel Medan ingin meningkatkan layanan untuk memastikan kepuasan tamu, Adimulia Hotel Medan harus: (1) melatih karyawan untuk meningkatkan manajemen waktu, dan (2) memperkuat ikatan karyawan dari semua departemen.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Wigroho, TryNIM00000023148tryagustinee@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorAugustinus, DanielNIDN0410088403daniel.augustinus@uph.edu
Uncontrolled Keywords: service quality; guest satisfaction; hotel, restaurant
Subjects: H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Medan > Business School > Management
Current > Faculty/School - UPH Medan > Business School > Management
Depositing User: Users 9018 not found.
Date Deposited: 15 Aug 2020 09:26
Last Modified: 17 Jan 2022 09:49
URI: http://repository.uph.edu/id/eprint/10417

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