The effect of service quality towards repatronage intention at 5 star hotel in Jakarta

Soetrisno, Raymond (2021) The effect of service quality towards repatronage intention at 5 star hotel in Jakarta. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini bertujuan untuk mengetahui apakah terdapat pengaruh Kualitas Pelayanan terhadap Niat Berkunjung Kembali pada hotel bintang lima yang berlokasi di Jakarta. Penelitian ini akan menggunakan beberapa indikator kualitas pelayanan dan mengamati keterkaitannya dengan Niat Berkunjung Kembali melalui penyebaran kuisioner yang diberikan kepada orang Indonesia terdahulu dari hotel bintang lima di Jakarta. Kuesioner akan menggunakan basis formulir online mengumpukan data dari 200 orang dan studi difokuskan pada hotel bintang 5 di Jakarta dengan tujuan untuk mengetahui hubungan kualitas layanan dan Niat Berkunjung Kembali. Pengujian yang dilakukan oleh peneliti menunjukkan hasil yang positif bahwa kualitas pelayanan berpengaruh terhadap Niat Berkunjung Kembali dengan rekomendasi kepada hotel kedepannya dianjurkan melakukan survey pada saat pelanggan melakukan pemesanan untuk mengetahui lebih banyak tentang preferensi pelanggan tersebut dengan hasil yang akan memaksimalkannya. Pengalaman mereka. / The research was aimed to determine whether there is an effect of Service Quality towards Repatronage Intention at five star hotels that are located in Jakarta. This research will use several service quality indicators and observe the connection of those with Repatronage Intention through the spreading of questionnaires that are given to past local Indonesian guests of five star hotels in Jakarta. The questionnaire will used an online form based collecting data from 200 people and the study focuses on 5 star hotels in Jakarta with an objective to identify the relationship of service quality and Repatronage intention. The tests that are done by the researchers have showed a positive result that service quality has an effect towards Repatronage intention with a recommendation for hotels in the future of having a survey when a customer is booking to know more about the customer’s preferences in order to maximize their experience.

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