the influence of physical environment and service quality on guest revisit intention at Four Points by Sheraton Medan

Putra, Edward Judy (2023) the influence of physical environment and service quality on guest revisit intention at Four Points by Sheraton Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Indonesia has been long regarded as one of the world’s most famous tourism destinations. Due to Indonesia’s unique and breathtaking nature, where such can be seen reflected in forms of botanical gardens, marine parks, and so forth, it gave rise to the development of hospitality and tourism industry. Four Points by Sheraton Medan is one of the many 4-star hotels in Medan and it experienced a fluctuation in the number of revisiting guests but is very low overall. The purpose of this research was to see whether physical environment (X1) and service quality (X2) has an impact on guest revisit intention (Y) at Four Points by Sheraton Medan. Therefore, the population chosen are guests of Four Points by Sheraton with a sample size of 50 respondents using non-probability sampling, specifically convenience and snowball sampling method. This research uses quantitative, descriptive, and causal methods. The analytical techniques include several instruments test, descriptive analysis, classical assumption test, multiple linear regression, coefficient of determination test, and hypothesis testing. The data met the criteria for analysis, yielding the multiple linear regression equation Y = -2.983 + 0.403X1 + 0.295X2. It is shown that X1 has greater impact on the dependent variable than X2. The t-test and f-test showed that Physical Environment (X1) and Service Quality (X2), had positive and significant impact on Guest Revisit Intention (Y), partially and simultaneously, allowing the hypothesis H1, H2, H3 to be accepted. For the coefficient of determination R2, the impact of the three independent variables is 68.3 %, with the remaining 31.7% being impacted by other variables not discussed in this research. Hence, in order to improve the revisit intention for guests, Four Points by Sheraton Medan will need to review and adjust their hotel’s layout, install more signage, and pay more attention to guests’ individual needs./Indonesia telah lama dianggap sebagai salah satu tujuan wisata paling terkenal di dunia. Karena alam Indonesia yang unik dan mempesona, yang tercermin dalam bentuk kebun raya, taman laut, dan sebagainya, memunculkan perkembangan industri perhotelan dan pariwisata. Four Points by Sheraton Medan merupakan salah satu dari sekian banyak hotel bintang 4 di Medan dan hotel tersebut mengalami fluktuasi pada angka tamu yang kembali menginap yang rendah secara rata-rata. Tujuan dari penelitian ini adalah untuk melihat apakah lingkungan fisik (X1) dan kualitas pelayanan (X2) berpengaruh terhadap minat berkunjung kembali tamu (Y) di Four Points by Sheraton Medan. Oleh karena itu, populasi yang dipilih adalah tamu Four Points by Sheraton dengan jumlah sampel 50 responden dengan menggunakan non- probability sampling yaitu metode convenience dan snowball sampling. Penelitian ini menggunakan metode kuantitatif, deskriptif, dan kausal. Teknik analitik meliputi uji beberapa instrumen, analisis deskriptif, uji asumsi klasik, regresi linier berganda, uji koefisien determinasi, dan pengujian hipotesis. Data yang memenuhi kriteria analisis menghasilkan persamaan regresi linier berganda Y = -2,983 + 0,403X1 + 0,295X2. Terlihat bahwa X1 memiliki pengaruh yang lebih besar terhadap variabel dependen daripada X2, Hasil uji t dan uji f menunjukkan bahwa Lingkungan Fisik (X1) dan Kualitas Pelayanan (X2) berpengaruh positif dan signifikan terhadap Niat Berkunjung Kembali Tamu (Y) secara parsial dan simultan sehingga hipotesis H1, H2, H3 diterima. Untuk koefisien determinasi R2, pengaruh ketiga variabel bebas tersebut sebesar 68,3%, sedangkan sisanya sebesar 31,7% dipengaruhi oleh variabel lain yang tidak dibahas dalam penelitian ini. Oleh karena itu, untuk meningkatkan niat kunjungan ulang para tamu, Four Points by Sheraton Medan perlu meninjau dan menyesuaikan tata letak hotel mereka, memasang lebih banyak papan petunjuk, dan lebih memperhatikan kebutuhan individu tamu.

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