The Effect of Service Quality and Interpersonal Communication on Guest Satisfaction at the Fairfield by Marriott Bali Kuta Sunset Road Hotel

Abstrak

Guest satisfaction is an indicator of hotel success in the midst of increasingly fierce competition in the hospitality industry, especially in Bali. Fairfield by Marriott Bali Kuta Sunset Road as an international network hotel faces challenges in maintaining consistency in service quality and interpersonal communication to meet diverse guest expectations. This study aims to a nalyze the influence of service quality and interpersonal communication on guest satisfaction, partially or simultaneously using a quantitative approach with a sample of 150 respondents Data collection was carried out through observation, and questionnaires. Data analysis includes descriptive statistics, validity and reliability tests, classical assumption tests, partial and multiple correlation analysis, multiple linear regression, determination coefficients, and t-tests and F-tests. Partially, service quality has a positive and significant effect on guest satisfaction (t count 8.624 > t table 1.65; β=0.504), with the indicators of responsiveness and assurance obtaining the highest average scores. Interpersonal communication also has a positive and significant effect partially (t count 6.852 > t table 1.65; β=0.428), with openness as the dominant dimension. Simultaneously, both variables have a significant effect on guest satisfaction (F count 68.064 > F table 3.0; R=0.693). The coefficient of determination (R²=0.474) indicates a contribution of 47.4%, while 52.6% is influenced by other factors. Service quality and interpersonal communication are proven to have a positive and significant effect on guest satisfaction, both partially and simultaneously.