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

Cahyadi, Leony, 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.
Item Type: Thesis (Bachelor)
Creators:
Creators
NIM
Email
ORCID
Cahyadi, Leony
NIM01541200069
leony.hellena@gmail.com
UNSPECIFIED
Jonatan, Charity Leticia
NIM01541200030
charityleticia@gmail.com
UNSPECIFIED
Fabianto, Jennifer
NIM01541200008
jenniferfabianto@gmail.com
UNSPECIFIED
Contributors:
Contribution
Contributors
NIDN/NIDK
Email
Thesis advisor
Yulius, Kevin Gustian
20160193
kevin.yulius@uph.edu
Uncontrolled Keywords: Language proficiency, Cultural skills, Body Language, Handling skills, Customer satisfaction
Subjects: T Technology > TX Home economics > TX 901-953 Hospitality Industry
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Faculty of Tourism > Hotel Management
Current > Faculty/School - UPH Karawaci > Faculty of Tourism > Hotel Management
Depositing User: Leony Cahyadi
Date Deposited: 29 Jan 2024 03:40
Last Modified: 26 Feb 2024 06:54
URI: http://repository.uph.edu/id/eprint/60666

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