PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN TAMU DI HOTEL BROWN FEATHER BATU BELIG

Abstract

ABSTRACT
The purpose of this study was to find out if there is a certain influence from the service quality dimension with const of tangible, reliability, responsiveness, assurance, and empathy to effect on guest satisfaction at Brown Feather Hotel. The sample in this research was 100 respondents by using the accidental sampling approaches and analysis, multiple correlation, determination, t-test and f-test. Based on result of the research which shows statistic data analyze the indicators in this research were valid and reliable. On the classic assumption test, the model of free multicollinearity regression, there is no heteroscedasticity and normal distribution. The regression equation with is Y= -2,344 + 0,130x1 + 0,192x2 + 0,295x3 + 0,183x4 +0,279x5. Results from multiple linear regression analysis showed that the most significant variables significantly influenced were tangible 4,100, responsiveness 3,920, empathy 3.139, reliability 2,779 Then the variable that has the lowest significantly influence is assurance 2,522 to customer satisfaction, R=0,775; Value off-count were greater than f-table (71.392>2,744); The value of determination was received 57,9% It means that independence variable have a positive influence and significant on dependence variables. By that research can be concluded that there is influence service quality and guest satisfaction both in the partial and simultaneous. .
Keywords: Tangible, Reliability, Responsiveness, Assurance, Empathy, Guest Satisfaction
ABSTRAK
Tujuan dari penelitian inia dalah untuk mengetahui apakah dimensi kualitas pelayanan yaitu tangible, reliability, responsiveness, assurance, dan empathy berpengaruh terhadap kepuasan tamu di Hotel Brown Feather. Sampel yang diambil sebanyak 100 responden dengan menggunakan pendekatan accidental sampling dan menggunakan teknik analisis regresi linier berganda, korelasi berganda, linieritas, uji T- test dan F- test. Berdasarkan hasil penelitian, diperoleh analisis data statistik dengan indikator -indikator pada penelitian ini bersifat valid dan reliable. Pada pengujian asumsiklasik, model regresi bebas, multikolonieritas, tidak terjadi heteroskedastisitas dan berdistribusi normal. Dengan persamaan regresi sebagai berikut : Y= -2,344 + 0,130x1 + 0,192x2 + 0,295x3 + 0,183x4 +0,279x5. Hasil dari analisis regresi linear berganda menunjukkan bahwa variabel yang paling berpengaruh signifikan adalah tangible 4,100, responsiveness 3,920, empathy 3.139, reliability 2,779 Kemudian variabel yang berpengaruh signifikan paling rendah adalah assurance 2,522, R = 0,775 nilai f-hitung lebih besar dari f-tabel (28,187>2,33); nilai determinasinya sebesar 0,579 (57,9%), artinya variabel bebas memiliki pengaruh prositif secara simultan dan signifikan terhadap variabel terikat. Dari hasil penelitian tersebut dapat disimpulkan bahwa ada pengaruh antara kualitas pelayanan terhadap kepuasan tamu baik secara parsial maupun simultan.
Kata kunci: Tangible, Reliability, Responsiveness, Assurance, Empathy, Kepuasan Tamu